Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

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

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

• Oversee onboarding and training for new customers, ensuring effective adoption of the platform.

• Conduct regular business reviews to uncover growth opportunities.

• Address customer objections and clearly articulate the ROI of Spellbook’s solutions.

• Create and distribute targeted emails to engage legal professionals who may be hesitant to attend traditional meetings.

• Provide customized presentations and product demonstrations.

• Analyze usage data to identify trends, boost engagement, and showcase ROI.

• Manage renewal processes and collaborate with the expansion team on upsell opportunities.

• Resolve technical issues in coordination with support and product teams.

• Advocate for customer interests and relay feedback to internal teams for product enhancements.

• Carry out other duties as assigned.

⛳️ Requirements

• Over 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 effective objection-handling capabilities.

• Exceptional communication and relationship-building skills.

• Experience in developing QBRs and email marketing campaigns to engage clients.

• Data-driven, with the ability to extract insights and demonstrate ROI.

• Strong problem-solving abilities for technical challenges.

• Ability to adapt and work independently in a fast-paced startup setting.

• Familiarity with HubSpot and Stripe platforms.

• Must be legally authorized to work and reside in Canada or the US at the time of application.

• Preferred: proficiency in Mixpanel or other data-analysis tools.

• Preferred: training in consultative sales methodologies, such as Sandler.

• Preferred: experience in legal technology or AI tools.

• Preferred: familiarity with customer success platforms.

🏝️ Benefits

• Company-sponsored group benefits for you and your family.

• $1,000 allocation for mental health support.

• Holiday closure policy.

• Generous vacation policies throughout the year.

• Monthly meal allowances.

• Annual wellness stipend.

• Parental leave top-up benefits.

• Competitive stock option packages.

• Flexible work environment with a focus on autonomy and accountability.