Serve as the main point of contact for a portfolio of mid-market and enterprise accounts.
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.
Other responsibilities as required.

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
Other responsibilities as required.

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

Customer Success Manager

Key skills