Legible AI - Founding Customer Success Manager

Source-Multiplier; Austin (TX); Hybrid; USD 110,000 - 130,000; Full time

Job summary

Legible is seeking a Founding Customer Success Manager to own the customer journey and lay the foundation for CS at Legible. You will lead onboarding and implementation for large accounts, while building scalable CS processes, KPIs, and feedback loops with Product.

Initially hands-on with enterprise customers, you’ll later hire and mentor a CS team and report directly to the CEO. This role is pivotal to shaping Legible's CS organization from the ground up.

Qualifications

• 4+ years of Customer Success experience in B2B SaaS.
• Experience owning customer onboarding and implementation.
• Ability to become a true product expert and translate complexity for customers.
• Experience building processes and structures in fast-moving environments.

Responsibilities

• Lead onboarding and implementation for larger customers.
• Define time-to-value and reduce friction in the customer journey.
• Build CS infrastructure, SOPs, playbooks and KPIs.
• Develop product feedback loops between customers and the Product team.
• Help hire and develop the CS team as the business grows.
• Own the scalable CS motion across high-touch to PLG+ customers.
• Report to the CEO and build the CS function with increasing autonomy.

Skills

Customer Success

B2B SaaS

Startup experience

Onboarding expertise

Job description

Location: Austin, TX — Hybrid, 3 days/week in office
Compensation: $110,000–$130,000 base salary
Reports to: CEO

About Legible

Legible is a fast-growing B2B SaaS company building technology for the government affairs market.

We’re at an exciting inflection point in the company’s growth. Revenue tripled last year and is on pace to triple again this year. Our team has doubled over the past six months; we raised a $3.4M funding round in April, and we’re rapidly expanding upmarket into larger enterprise customers.

We had 80 customers a year ago and expect to support approximately 250 by the end of our fiscal year.

That growth creates an important opportunity: it’s time to build a world-class Customer Success organization.

We’re looking for the person who wants to build it.

The Opportunity

We’re hiring our Founding Customer Success Manager to take ownership of the customer journey and build the foundation for how Customer Success operates at Legible.

This is not a traditional CSM role where you’ll inherit an established playbook.

Initially, you’ll be hands-on with our customers, particularly larger enterprise accounts. You’ll own onboarding and implementation, become a true expert in the Legible product, and work closely with customers to get them from signed contract to meaningful value as quickly as possible.

At the same time, you’ll begin building the machine around that work.

You’ll establish our onboarding and implementation processes, create SOPs and KPIs, develop a scalable CS motion for our broader customer base, and build strong feedback loops between customers and our Product team.

As we grow, you’ll help hire and develop the Customer Success team around you, beginning with a more junior CSM.

You’ll report directly to our CEO, Zack, who will be highly engaged and available as a resource early on. The goal, however, is for you to quickly develop a deep understanding of our customers and product, earn the trust of the organization, and take increasing ownership and autonomy over the CS function.

For the right person, this is an opportunity to go from being an excellent Customer Success practitioner to building the Customer Success organization you’ve always wanted to be part of.

What You’ll Own

Enterprise onboarding & implementation

Lead onboarding and implementation for our larger customers, ensuring every account has a clear path from contract signature to successful adoption and value.

Time-to-value

Continuously improve the customer journey with a relentless focus on reducing friction and helping customers realize meaningful value from Legible as quickly as possible.

Customer Success infrastructure

Build the SOPs, playbooks, workflows and operating rhythms that allow us to deliver an exceptional customer experience repeatedly as our customer base scales.

CS metrics & KPIs

Establish the measurements that tell us how effectively we’re onboarding, implementing, supporting and driving value for our customers.

Product expertise

Develop a deep understanding of the Legible platform so you can confidently guide customers through complex implementations, troubleshoot challenges and help them get maximum value from the product.

Customer → Product feedback

Serve as a critical bridge between our customers and Product team. Build effective 360-degree feedback loops that surface meaningful customer insights and help inform product decisions without overwhelming the organization with noise.

Scalable Customer Success

Help design the appropriate CS motion across our growing customer base—from high-touch enterprise relationships to scalable support for smaller and PLG+ customers.

Build the team

Help determine what the CS organization should look like as we grow, beginning with hiring and managing a more junior CSM and expanding the team as the business requires.

What We’re Looking For

You have 4+ years of Customer Success experience in B2B SaaS, including at least two years in a startup or similarly fast-moving environment where the answers weren't always obvious and you had to create structure yourself.

You have meaningful experience owning customer onboarding and implementation, particularly for products that require more than simply handing a customer a login.

You have demonstrated an ability to become a true product expert. You enjoy learning how technology works, aren't intimidated by complexity, and can translate that understanding into a better customer experience.

You’ve operated in environments where you had to roll up your sleeves and figure things out, rather than relying on an established process for everything.

Ideally, you’ve experienced both sides of the spectrum: time inside a more mature SaaS organization where you saw what excellent Customer Success looks like at scale, followed by experience in a smaller company where you were given more ownership and responsibility.

You’re still energized by working directly with customers, but you're ready for more.

You want to build processes. You want to improve systems. You want to mentor and eventually hire people. And you’re excited by the idea of taking everything you’ve learned and using it to help build a Customer Success organization from the ground up.

Experience with government, government affairs, public policy, or selling into government organizations is helpful, but not required.

What Success Looks Like

Within your first year, we want to have a high-functioning Customer Success organization capable of supporting Legible's continued growth without sacrificing the customer experience.

Customers are onboarding smoothly and reaching value faster.

Enterprise implementations are structured, predictable and repeatable.

Clear SOPs, playbooks and KPIs guide the organization.

Our Product team has a reliable feedback loop that gives them meaningful insight into what customers need.

Our broader customer base has a scalable CS experience appropriate to their needs.

And a strong, growing Customer Success team is taking shape around the foundation you've built.

Most importantly, Customer Success has evolved from something the broader leadership team helps manage into a function with a clear owner.

That owner will be you.