Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the primary liaison for a portfolio of mid-market and enterprise accounts, achieving over 95% gross retention rate (GRR).

• Cultivate robust relationships with key stakeholders to enhance satisfaction and loyalty.

• Lead the onboarding and training process for new clients, ensuring effective utilization of Spellbook’s platform.

• Conduct regular business reviews (QBRs), providing insights and identifying opportunities for growth.

• Address client objections and effectively communicate the return on investment (ROI) of Spellbook’s solutions.

• Create and dispatch targeted emails to engage legal professionals who may be hesitant to participate in traditional meetings.

• Deliver customized presentations and product demonstrations tailored to client requirements.

• Analyze user data to recognize trends, boost engagement, and showcase ROI.

• Oversee renewals to ensure high retention rates and collaborate with the expansion team on upsell opportunities.

• Resolve technical issues by working closely with support and product teams.

• Serve as the advocate for customers, offering feedback to internal teams to enhance our product offerings.

• Perform additional responsibilities as assigned to meet the organization's needs, in line with the scope and level of this role.

⛳️ Requirements

• 2–3 years of experience in customer success, account management, or sales within a SaaS startup.

• Demonstrated success in managing mid-market and enterprise accounts.

• Strong sales skills and ability to handle objections effectively.

• Exceptional communication skills and the ability to build relationships.

• Experience in creating QBRs and email campaigns to engage clients.

• Proficient in data analysis, capable of generating insights and demonstrating ROI.

• Strong problem-solving abilities for technical challenges.

• Adaptability and independence in a dynamic startup environment.

• Familiarity with HubSpot and Stripe is a plus.

🏝️ Benefits

• Access to our company-paid group benefits for you and your family, including $1,000 towards mental health support.

• Enjoy a disconnect during our holiday closure and benefit from our generous time off policies throughout the year.

• Take advantage of monthly paid meals, an annual wellness allowance to promote your well-being, and parental leave top-ups as your family grows.

• Secure your stake in our success with competitive stock option grants as a vital early employee.