Selfbook

Enterprise Customer Success Manager

Morowali, Sulawesi Tengah, Indonesia

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-Time
  • Salary: Not Specified

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.

We're looking for an experienced and highly organized Enterprise Customer Success Manager (CSM) to support our largest and most complex customers. This is a particularly exciting opportunity as it marks our first Customer Success hire in the EMEA region. As such, you'll play a pivotal role in shaping our presence and approach in the region, setting the foundation for future success.

This role is ideal for someone who thrives in fast-paced, evolving environments and is passionate about delivering value through structured onboarding, proactive account management, and executive-level communication. You’ll be a strategic partner to enterprise clients, driving adoption, managing layered stakeholder relationships, and ensuring long-term success with Spellbook.

Responsibilities

  • Own a portfolio of enterprise accounts, ensuring 97%+ gross revenue retention (GRR).
  • Lead complex, multi-phase onboarding projects with enterprise clients, aligning timelines, deliverables, and key milestones across internal and client teams.
  • Conduct discovery to deeply understand each customer’s legal workflows and business goals, tailoring onboarding and training accordingly.
  • Develop and execute customized enablement strategies that support scalable adoption across large, layered organizations.
  • Build and maintain strong relationships with multiple stakeholders, including senior legal and executive leaders.
  • Run Quarterly Business Reviews (QBRs), demonstrating clear ROI and identifying opportunities for expansion or deeper platform engagement.
  • Maintain accurate, up-to-date records in HubSpot and hold yourself to high standards of CRM data hygiene.
  • Anticipate client needs and risks, proactively resolving issues and escalating when appropriate.
  • Collaborate with product, engineering, and support teams to advocate for enterprise customer needs and improve the overall journey.
  • Support renewals by driving usage, demonstrating value, and identifying champions within each organization.
  • Stay agile in a fast-changing environment—refining playbooks, processes, and approaches to meet the evolving needs of enterprise clients.
  • Provide other support where required.

Qualifications

  • 3+ years of experience in customer success, account management, or consulting, preferably in a B2B SaaS environment.
  • Demonstrated success managing complex enterprise accounts with multiple stakeholders.
  • Experience running structured onboarding projects and ensuring successful implementation.
  • Polished communicator comfortable interfacing with C-level executives and legal professionals.
  • Highly organized with strong project management skills; able to manage multiple moving pieces and meet deadlines.
  • Comfortable with change and ambiguity—this role requires someone who can iterate quickly as we refine our enterprise journey.
  • Strong analytical skills; able to interpret usage data to uncover insights and drive adoption.
  • Proficient with HubSpot or similar CRM systems, with a commitment to maintaining clean, reliable data.
  • Self-starter with a proactive mindset and strong sense of ownership.

Nice to Haves

  • Experience in legal tech or working with legal teams.
  • Familiarity with tools like MixPanel and customer success platforms (e.g., Vitally, ChurnZero, etc.).
  • Training in consultative sales methodologies (e.g., Sandler, MEDDIC).
  • Prior involvement in refining or building customer success processes from the ground up.

Why Join Spellbook?

  • Embrace autonomy and accountability in a flexible, remote work environment; we focus on output.

Skills

Customer Success Management
Account Management
Onboarding
Stakeholder Engagement
Legal Workflows
Business Strategy
Relationship Building
Executive Communication
ROI Analysis

Selfbook

Streamlines hotel bookings and payments

About Selfbook

Selfbook provides a range of products aimed at improving hotel bookings and payment processes in the fintech and hospitality sectors. Its main offerings—Station, Direct, and Express—work together to automate the booking and payment experience, making it easier for hotels and their guests. These products help streamline the booking process, allowing guests to enjoy features like instant room upgrades and premium booking options. Selfbook operates in nearly 20 countries, which gives it valuable insights into booking trends and user behavior. Unlike many competitors, Selfbook focuses on a comprehensive product suite that integrates smoothly with existing hotel systems, generating revenue through subscription fees and transaction-based charges. The goal of Selfbook is to enhance the guest experience while helping hotels increase booking conversions and drive additional revenue.

New York City, New YorkHeadquarters
2018Year Founded
$38.9MTotal Funding
SERIES_ACompany Stage
Fintech, Consumer GoodsIndustries
11-50Employees

Risks

Increased competition from fintech startups could threaten Selfbook's market share.
Decline in travel startup funding may limit Selfbook's future investment opportunities.
Rapid evolution of payment technologies requires continuous adaptation from Selfbook.

Differentiation

Selfbook integrates seamlessly with existing hotel systems, enhancing booking and payment processes.
The platform supports all global credit cards, digital wallets, and alternative payment methods.
Selfbook's products, Station, Direct, and Express, automate booking and payment orchestration.

Upsides

Selfbook's global reach spans nearly 20 countries, offering insights into booking trends.
The rise of digital wallets and BNPL services boosts demand for Selfbook's platform.
Strategic investment from Amex Ventures supports Selfbook's growth and global presence.

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