Manager, Mid-Market Customer Success

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

📋 Description

• Lead, mentor, and guide a developing team of Mid-Market Customer Success Managers through onboarding, adoption, and renewals.

• Initially manage around 8 CSMs, with plans to hire and expand the team rapidly.

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

• Organize bi-weekly call coaching sessions concentrating on discovery, stakeholder engagement, value-based discussions, and renewal preparedness.

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

• Cultivate a human-centric, low-ego environment grounded in trust, accountability, and ongoing improvement.

• Drive portfolio results across the team's accounts.

• Oversee the entire renewal process, ensuring proactive renewal strategies and accurate forecasting.

• Assist CSMs in early risk identification, managing challenging renewals, and navigating intricate customer scenarios.

• Report renewal risks and systemic issues to the Director of Customer Success, providing context and recommendations.

• Collaborate with the Director of Customer Success to design, implement, and enhance onboarding frameworks, adoption and account health playbooks, renewal workflows, escalation protocols, and internal operational rhythms.

• Ensure CSMs possess the necessary tools, clarity, and resources to deliver consistently.

• Lead recruitment initiatives, including interviewing and selection processes.

• Develop and refine onboarding and ramp-up plans.

• Provide direct support to new hires during their onboarding phase.

• Monitor account health and adoption indicators across the portfolio.

• Work together with Account Management, Sales, Product, and Support to ensure a seamless customer experience.

⛳️ Requirements

• Over 2 years of experience managing Customer Success teams in a high-growth SaaS setting.

• Experience in managing and scaling teams from 5 to over 10 CSMs.

• Proven track record in driving renewals, retention, and adoption results.

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

• Strong knowledge of proactive adoption tactics and customer health management.

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

• Outstanding coaching and leadership abilities.

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

• Low-ego, collaborative, and ready to engage hands-on.

• Effective communication skills and ability to excel in a fast-paced, remote-first environment.

• Must have legal authorization 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 time-off policies throughout the year.

• Holiday closure.

• Monthly paid meals.

• Annual wellness allowance.

• Top-ups for parental leave.

• Competitive stock option grants.

• Flexible work environment with autonomy and accountability.