Customer Success Manager

Spellbook

6d•CA$102,000 - CA$120,000•Remote

About The Position

Spellbook is seeking a proactive Customer Success Manager (CSM) to drive success for its mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer success, skilled at managing objections, and passionate about delivering measurable value to clients. Spellbook is the most comprehensive AI copilot for transactional lawyers, working directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. More than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook. The company is backed by leading investors and has raised over $80 million in funding.

Requirements

3+ years of customer success, account management, or sales experience in a SaaS startup.
Proven success managing mid-market and enterprise accounts.
Strong sales acumen and objection-handling skills.
Excellent communication and relationship-building abilities.
Experience creating QBRs and email campaigns to engage customers.
Data-savvy, able to generate insights and demonstrate ROI.
Problem-solving skills for technical challenges.
Adaptability and independence in a fast-paced startup environment.
Familiarity with HubSpot and Stripe.
Other responsibilities as required.

Nice To Haves

Proficiency in tools like MixPanel for data analysis.
Training in consultative sales methodologies (e.g., Sandler).
Experience with legal technology or AI tools.
Familiarity with customer success platforms.

Responsibilities

Serve as the main point of contact for a portfolio of mid-market and enterprise accounts.
Build strong relationships with key stakeholders to drive satisfaction and loyalty.
Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform.
Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities.
Address objections and clearly articulate the ROI of Spellbook’s solutions.
Design and send targeted emails to engage legal professionals resistant to traditional meetings.
Deliver tailored presentations and product demonstrations to meet client needs.
Analyze usage data to identify patterns, drive engagement, and demonstrate ROI.
Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities.
Troubleshoot technical issues, collaborating with support and product teams to resolve them.
Act as the customer’s advocate, providing feedback to internal teams to improve our product.
Other responsibilities as required.