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

In Short

• Drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers.
• Own the customer journey across onboarding, adoption, risk mitigation, and renewals for hundreds of accounts.
• Conduct 1:1 training calls and check-ins via phone or Zoom.
• Monitor product usage and trigger re-engagement campaigns based on risk signals.
• Identify at-risk accounts and proactively intervene with helpful content.
• Deliver value using creative, scalable methods like videos and email playbooks.
• Articulate the ROI of Spellbook and coach customers on product usage.
• Manage renewal conversations and showcase usage and outcomes.
• Collaborate with marketing and product teams to refine engagement strategies.
• Maintain records in HubSpot and improve tracking of success metrics.

Requirements

• 2+ years in customer success or account management in a B2B SaaS environment.
• Experience with scaled customer success or managing high-volume SMB segments.
• Proven ability to manage a large volume of accounts while ensuring quality support.
• Excellent written communication skills.
• Strong organizational skills and a systems mindset.
• Able to identify churn risks and take proactive steps.
• Comfortable driving value without depending on live meetings.
• Familiarity with CRMs like HubSpot.
• Self-starter who thrives in a fast-paced environment.

Benefits

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