Manager, Enterprise Customer Success

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

📋 Description

• Lead, mentor, and assist a growing team of Enterprise Customer Success Managers in areas such as onboarding, adoption, and renewals.

• Initially oversee around 8 CSMs managing Mid-Market and Enterprise accounts.

• Conduct weekly one-on-one meetings centered on performance, account strategy, skill enhancement, and career advancement.

• Facilitate bi-weekly coaching sessions focused on discovery, stakeholder engagement, value-driven discussions, and renewal preparedness.

• Participate in customer calls to assist with escalations and exemplify effective customer interactions.

• Drive portfolio results across the accounts managed by the team.

• Manage the renewal process comprehensively, ensuring proactive renewal strategies and precise forecasting.

• Assist CSMs in early identification of risks, handling challenging renewals, and navigating intricate customer situations.

• Elevate renewal risks and systemic issues to the VP of Customer Success & Support.

• Develop and enhance onboarding frameworks, ramp milestones, adoption and account health playbooks, renewal and forecasting workflows, escalation procedures, and operational rhythm.

• Ensure CSMs are equipped with the tools, clarity, and resources necessary for consistent delivery.

• Lead recruitment initiatives, including interviewing and selection processes.

• Create and refine onboarding and ramp plans for newly hired CSMs.

• Provide direct ramp support to new employees.

• Monitor account health and adoption indicators across the portfolio.

• Collaborate with Account Management, Sales, Product, and Support teams.

⛳️ Requirements

• A minimum of 3 years of experience managing Enterprise Customer Success teams in a fast-paced SaaS environment.

• Proven experience in managing and scaling teams from 5 to more than 10 CSMs.

• Demonstrated success in driving renewals, retention, and adoption results.

• Experience in hiring, onboarding, and quickly ramping CSMs.

• Strong grasp of proactive adoption strategies and customer health management.

• Solid sales acumen or previous sales experience, with the capability to coach on discovery and renewal discussions.

• Exceptional coaching and leadership skills in managing people.

• Organized, data-oriented, and comfortable with forecasting and prioritization tasks.

• Low-ego, team-oriented, and ready to actively contribute to the team's success.

• Excellent communication skills and the ability to excel in a dynamic, remote-first setting.

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

• Spellbook does not offer relocation or visa sponsorship assistance.

🏝️ Benefits

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

• $1,000 allocated for mental health support.

• Generous vacation policies.

• Holiday closures.

• Monthly paid meal allowances.

• Annual wellness allowance.

• Top-ups for parental leave.

• Competitive stock option grants.

• Flexible work environment.

• Autonomy and accountability in your role.