Scaled Customer Success Manager

Canada

Apply with AI Apply

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SoftwareIndustries

Requirements

Candidates should have 2+ years of experience in customer success, account management, or a similar role within a B2B SaaS environment, with proven experience in scaled/lifecycle customer success or managing high-volume SMB customer segments. Strong organizational skills, a systems mindset, and the ability to identify and mitigate churn risks through product signals are essential. Familiarity with CRMs like HubSpot is required, and experience with tools such as Mixpanel, Intercom, or customer success platforms like Vitally or ChurnZero, as well as legal tech or SaaS experience supporting professional services teams, are considered advantageous.

Responsibilities

The Scaled Customer Success Manager will manage a large portfolio of over 100 accounts, focusing on retention and product adoption at scale. Responsibilities include providing 1:1 training calls, conducting phone or Zoom check-ins, and monitoring product usage to trigger re-engagement campaigns or personalized outreach based on risk signals. The role involves proactively intervening with at-risk accounts through content, value reinforcement, or direct outreach, and creatively delivering value via Loom videos, email playbooks, personalized content, and group training. Key duties also include articulating Spellbook's ROI, coaching customers on functionality, managing renewal conversations by showcasing value, partnering with internal teams to refine engagement strategies, and maintaining accurate records in HubSpot while improving metrics tracking.

Skills

Customer Success

Account Management

Customer Onboarding

Customer Retention

Product Adoption

Customer Engagement

Data Analysis

Customer Outreach

Risk Mitigation

Customer Renewals

ROI Articulation

Customer Coaching

Loom Videos

Email Playbooks

Group Training Sessions

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.

Land your dream remote job 3x faster with AI

Try Jobo Free