Selfbook

Scaled Customer Success Manager

Canada

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal Tech, SoftwareIndustries

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, Securitas and more - join us on our journey building magical tools that lawyers love.

About the Role

We’re looking for a highly organized and proactive Scaled Customer Success Manager (CSM) to drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. This role is ideal for someone who thrives on scale, is creative with outreach, and can deliver value without relying on regular meetings. You’ll be at the forefront of our scaled success motion, balancing automation, data insights, and human touch to deliver exceptional outcomes.

You’ll own the customer journey across onboarding, adoption, risk mitigation, and renewals for hundreds of accounts, working to maximize usage and ensure customers derive ongoing value from Spellbook.

Responsibilities

  • Own a large portfolio of accounts (100+), ensuring strong retention and product adoption at scale.
  • Offer 1:1 training calls to help new and existing customers hit the ground running.
  • Do phone call or Zoom check-ins on accounts in your portfolio
  • Monitor product usage across your portfolio and trigger targeted re-engagement campaigns or personalized outreach based on risk signals.
  • Identify at-risk accounts early and proactively intervene with helpful content, value reinforcement, or direct outreach.
  • Deliver value in creative, scalable ways — using Loom videos, email playbooks, personalized content, and group training sessions instead of relying on 1:1 synchronous meetings.
  • Clearly articulate the ROI of Spellbook and coach customers to use functionality they may not be aware of to improve efficiency and accuracy in their work.
  • Manage renewal conversations by showcasing usage, outcomes, and opportunities for further value, even with customers who are difficult to get a hold of.
  • Partner with marketing, product, and CS leadership to refine scaled engagement strategies, playbooks, and automation flows.
  • Maintain clear and accurate records in HubSpot and help improve how we track scaled success metrics and health scores.

Qualifications

  • 2+ years in customer success, account management or a similar role in a B2B SaaS environment.
  • Experience with scaled/lifecycle CS or managing high-volume SMB customer segments.
  • Proven ability to manage and impact a large volume of accounts without sacrificing the quality of support or customer outcomes.
  • Excellent written communication — you know how to craft a persuasive email, a compelling product update, or a clear usage follow-up.
  • Strong organizational skills and a systems mindset; you enjoy refining workflows, segmenting accounts, and optimizing processes.
  • Able to identify churn risks through product signals and take proactive steps to turn the account around.
  • Comfortable driving value without depending on live meetings — you can sell the product’s worth through content, automation, and strategic outreach.
  • Familiarity with CRMs (e.g., HubSpot) and willing to maintain clean and consistent data hygiene.
  • Self-starter who thrives in a fast-paced, constantly evolving environment.

Nice to Haves

  • Familiarity with tools like Mixpanel, Intercom, or customer success platforms like Vitally or ChurnZero.
  • Legal tech or SaaS experience supporting professional services teams (legal, finance, consulting).

Why Join Spellbook?

  • 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
  • Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
  • Disconnect during our holiday closure and take advantage of

Employment Details

  • Location Type: Remote
  • Employment Type: FullTime

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.

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