Scaled Customer Success Manager

🕒 April 16

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Spellbook

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

☁️ SaaS

Artificial Intelligence • SaaS • Legal

Spellbook is an innovative AI companion designed specifically for commercial lawyers, offering advanced legal tools to streamline and enhance the process of drafting and reviewing contracts. It allows users to draft from scratch or saved libraries, review and redline contracts to catch risks, compare contracts against industry standards, and get quick answers to complex legal questions. Trusted by over 2,600 law firms and in-house teams worldwide, Spellbook integrates with popular platforms such as Word and is powered by advanced AI models like GPT-4. It enhances efficiency for legal professionals across various areas, including real estate, intellectual property, mergers and acquisitions, and more, by providing a secure and compliant service.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• 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