Customer Success Manager

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

📋 Description

• Act as the primary contact for a portfolio of mid-market and enterprise clients.

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

• Oversee onboarding and training for new clients, ensuring successful adoption of Spellbook’s platform.

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

• Address objections and effectively communicate the ROI of Spellbook’s offerings.

• Create and send targeted emails to engage legal professionals who are hesitant about traditional meetings.

• Present customized presentations and product demonstrations to align with client requirements.

• Analyze usage data to detect trends, promote engagement, and illustrate ROI.

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

• Resolve technical issues by working alongside support and product teams to find solutions.

• Serve as the customer’s advocate, relaying feedback to internal teams to enhance our product.

• Additional responsibilities as required.

⛳️ Requirements

• Minimum of 3 years 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 and relationship development skills.

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

• Data-oriented, capable of generating insights and demonstrating ROI.

• Strong problem-solving abilities for technical issues.

• Flexible and self-sufficient in a fast-paced startup environment.

• Familiarity with HubSpot and Stripe.

🏝️ Benefits

• Access to our company-sponsored group benefits for you and your family, along with $1,000 dedicated to mental health support.

• Enjoy a break during our holiday closure and take advantage of our generous time-off policies throughout the year.

• Receive monthly paid meals, an annual wellness allowance to promote your well-being, and parental leave top-ups as your family expands.

• Secure your share in our success; you’ll be eligible for competitive stock option grants as a key early employee.