Customer Success Manager (CSM)

Employment Type: Full-Time Location Type: Remote Salary: Not specified

Position Overview

Spellbook is seeking a proactive Customer Success Manager (CSM) to drive success for our 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.

About Spellbook

Spellbook is the leading AI suite for commercial lawyers, trusted by more than 3,000+ law firms and in-house teams worldwide. Our mission is to make legal services more accessible by empowering legal professionals with AI tools that enable them to work faster, smarter, and more efficiently. We've grown more than 25x since our launch in 2022 with customers like Nestle, Fender, Crocs, WSP and more - join us on our journey building magical tools that lawyers love.

Responsibilities

• Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR.
• 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.

Qualifications

• 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.

Why Join Spellbook?

• Autonomy & Flexibility: Embrace autonomy and accountability in a flexible, remote work environment; we focus on outcomes and empower you to determine how to get the job done.
• Comprehensive Benefits: Access our company-paid group benefits for you and your family, with $1,000 towards mental health support.
• Work-Life Balance: Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year.
• Perks: Enjoy monthly paid meals, an annual wellness allowance to support your well-being, and parental leave top-ups as your family grows.
• Ownership: Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee.

Commitment to Inclusivity

We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation.

Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination.