Scaled Customer Success Manager

About the Role: Spellbook is the most comprehensive AI copilot for transactional lawyers. We are 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 will balance automation, data insights, and human touch to deliver exceptional outcomes.

What You'll Do

• Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale.
• Offer 1:1 training calls, Zoom check-ins, and targeted re-engagement campaigns based on risk signals.
• Deliver value in creative, scalable ways using Loom videos, email playbooks, and group training sessions.
• Clearly articulate the ROI of Spellbook and coach customers to improve efficiency and accuracy.
• Partner with marketing, product, and CS leadership to refine scaled engagement strategies and automation flows.

What You Bring

• 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 and strong organizational skills with a systems mindset.
• Comfortable driving value without depending on live meetings using content, automation, and strategic outreach.
• Familiarity with CRMs (e.g., HubSpot) and a self-starter attitude in a fast-paced environment.

Benefits

• On Target Earnings: CA$102K - CA$120K per year with competitive stock option grants.
• Company-paid group benefits for you and your family, with $1,000 towards mental health support.
• Generous time off policies throughout the year and holiday closure.
• Monthly paid meals, an annual wellness allowance, and parental leave top-ups.
• Flexible, fully remote work environment within Canada.