Customer Success Manager

ABOUT THE ROLE

We’re seeking a proactive Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer success, skilled at managing objections, and passionate about delivering measurable value to clients.

RESPONSIBILITIES

• Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR.
• Build strong relationships with key stakeholders to drive satisfaction and loyalty.
• Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform.
• Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities.
• Address objections and clearly articulate the ROI of Spellbook’s solutions.
• Design and send targeted emails to engage legal professionals resistant to traditional meetings.
• Deliver tailored presentations and product demonstrations to meet client needs.
• Analyze usage data to identify patterns, drive engagement, and demonstrate ROI.
• Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities.
• Troubleshoot technical issues, collaborating with support and product teams to resolve them.
• Act as the customer’s advocate, providing feedback to internal teams to improve our product.
• Perform other duties as assigned to support the organization’s needs, consistent with the scope and level of this role.

QUALIFICATIONS

• 2–3 years of customer success, account management, or sales experience in a SaaS startup.
• Proven success managing mid-market and enterprise accounts.
• Strong sales acumen and objection-handling skills.
• Excellent communication and relationship-building abilities.
• Experience creating QBRs and email campaigns to engage customers.
• Data-savvy, able to generate insights and demonstrate ROI.
• Problem-solving skills for technical challenges.
• Adaptability and independence in a fast-paced startup environment.
• Familiarity with HubSpot and Stripe.
• Support with other responsibilities and projects as required.

NICE TO HAVES:

• Proficiency in tools like MixPanel for data analysis.
• Training in consultative sales methodologies (e.g., Sandler).
• Experience with legal technology or AI tools.
• Familiarity with customer success platforms.

WHY JOIN SPELLBOOK?

• Embrace autonomy and accountability in a flexible 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 our generous time off policies throughout the year
• Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
• Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee