spellbook.legal - Scaled Customer Success Manager
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Requirements
• 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. • 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).
Responsibilities
• Own a large portfolio of accounts (150+), 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.
Benefits
• 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 • INCLUSIVE HIRING AT SPELLBOOK • Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.
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