Spellbook

Scaled Customer Success Manager

Remote - Canada · Mid

Sponsorship not specifiedDetected 96 days ago

HubSpotAccount ManagementRecruitingCustomer SuccessIntercomLeadershipCommunicationOrganizational Skills

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

Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale.
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.
Partner with marketing, product, and CS leadership to refine scaled engagement strategies, playbooks, and automation flows.
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 balancing automation, data insights, and human touch to deliver exceptional outcomes.

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.
Excellent written communication - you know how to craft a persuasive email, a compelling product update, or a clear usage follow-up.
you enjoy refining workflows, segmenting accounts, and optimizing processes.
Comfortable driving value without depending on live meetings - you can sell the product's worth through content, automation, and strategic outreach.
Familiarity with tools like Mixpanel, Intercom, or customer success platforms like Vitally or ChurnZero.
Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience.
Proven ability to manage and impact a large volume of accounts without sacrificing the quality of support or customer outcomes.
Strong organizational skills and a systems mindset
Able to identify churn risks through product signals and take proactive steps to turn the account around.
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.
Legal tech or SaaS experience supporting professional services teams (legal, finance, consulting).
WHY JOIN 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.

Maintain clear and accurate records in HubSpot and help improve how we track scaled success metrics and health scores.

Spellbook is the most comprehensive AI copilot for transactional lawyers.
It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision.
Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.
We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures.
The company recently raised $50 million in Series B funding, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million.
This is an existing vacancy
Offer 1:1 training calls to help new and existing customers hit the ground running.
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.

This listing is sourced directly from Spellbook's careers page and normalized into a canonical job model.