Scaled Customer Success Manager

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.

ABOUT THE ROLE

We’re looking for a highly organized and proactive Scaled Customer Success Manager (CSM) to drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. This role is ideal for someone who thrives on scale, is creative with outreach, and can deliver value without relying on regular meetings. You’ll be at the forefront of our scaled success motion, balancing automation, data insights, and human touch to deliver exceptional outcomes.

You’ll own the customer journey across onboarding, adoption, risk mitigation, and renewals for hundreds of accounts, working to maximize usage and ensure customers derive ongoing value from Spellbook.

RESPONSIBILITIES

• Own a large portfolio of accounts (100+), 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.

QUALIFICATIONS

• 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.

NICE TO HAVES:

• 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).

WHY JOIN SPELLBOOK?

• Embrace autonomy and accountability in a flexible, remote 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

We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation.

Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation.