Enterprise Customer Success Manager - Remote

Overview

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.

In Short

• Own a portfolio of enterprise accounts, ensuring 97%+ gross revenue retention (GRR).
• Lead complex, multi-phase onboarding projects with enterprise clients.
• Conduct discovery to understand each customer’s legal workflows and business goals.
• Develop and execute customized enablement strategies for scalable adoption.
• Build and maintain strong relationships with multiple stakeholders.
• Run Quarterly Business Reviews (QBRs) to demonstrate ROI.
• Maintain accurate records in HubSpot.
• Anticipate client needs and proactively resolve issues.
• Collaborate with product, engineering, and support teams.
• Support renewals by driving usage and demonstrating value.

Requirements

• 3+ years of experience in customer success, account management, or consulting.
• Success managing complex enterprise accounts.
• Experience running structured onboarding projects.
• Polished communicator comfortable with C-level executives.
• Highly organized with strong project management skills.
• Comfortable with change and ambiguity.
• Strong analytical skills; able to interpret usage data.
• Proficient with HubSpot or similar CRM systems.
• Self-starter with a proactive mindset.

Benefits

• Flexible, remote work environment focusing on outcomes.
• Company-paid group benefits with $1,000 towards mental health support.
• Generous time off policies and holiday closure.
• Monthly paid meals and annual wellness allowance.
• Competitive stock option grants.