Manager, Mid-Market Customer Success

Spellbook

5d•CA$125,000 - CA$145,000•Remote

About The Position

Spellbook is seeking a Manager, Customer Success to lead, coach, and scale a growing team of Mid-Market Customer Success Managers (CSMs). This role is responsible for the full customer lifecycle, including onboarding, adoption, and renewals. The position is crucial for ensuring consistent team operations and delivering strong customer outcomes as the company grows. The manager will initially oversee a team of approximately 8 CSMs, with plans to expand the team rapidly. This is a hands-on role for an individual who excels in a fast-paced, distributed startup environment and is passionate about coaching and developing team members. The role involves building processes, playbooks, and reporting structures to enable CSM success at scale.

Requirements

2+ years of experience managing Customer Success teams in a high-growth SaaS environment
Experience managing and scaling teams (from 5 to 10+ CSMs)
Proven success driving renewals, retention, and adoption outcomes
Experience hiring, onboarding, and ramping CSMs quickly
Strong understanding of proactive adoption strategies and customer health management
Strong sales acumen or prior sales experience, with the ability to coach discovery and renewal conversations
Exceptional coach and people leader who invests in the growth of their team
Organized, data-driven, and comfortable with forecasting and prioritization
Low-ego, collaborative, and willing to roll up your sleeves to help the team succeed
Clear communicator who thrives in a fast-paced, remote-first environment

Responsibilities

Lead, coach, and support a growing team of Mid-Market CSMs across onboarding, adoption, and renewals
Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth
Run bi-weekly call coaching sessions, emphasizing discovery, stakeholder management, value-based conversations, and renewal readiness
Join customer calls when needed to support escalations and model strong customer conversations
Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement
Drive strong portfolio outcomes across your team’s book
Oversee renewals end-to-end, ensuring proactive renewal motions and accurate forecasting
Help CSMs identify risk early, manage difficult renewals, and navigate complex customer situations
Escalate renewal risks and systemic challenges to the Director of CS with clear context and recommendations
Partner closely with the Director of CS to design, implement, and refine onboarding frameworks, ramp milestones, adoption and account health playbooks, renewal and forecasting workflows, and escalation paths and internal operating cadence
Ensure CSMs have the tools, clarity, and resources needed to deliver consistently as the team scales
Lead significant hiring efforts as the team grows, including interviewing and selection
Build and continuously improve onboarding and ramp plans so new CSMs reach productivity quickly
Provide hands-on support to new hires during the ramp-up to set a strong foundation
Monitor account health and adoption signals across the team’s portfolio
Operate with a high bar for clear, consistent communication in a distributed environment
Collaborate closely with Account Management, Sales, Product, and Support to deliver a seamless customer experience