Scaled Customer Success Manager

Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work. We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures. The company recently raised $50 million in Series B funding, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million. *This is an existing vacancy ABOUT THE ROLE We’re looking for a highly organized and proactive Scaled Customer Success Manager (CSM) to drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. This role is ideal for someone who thrives on scale, is creative with outreach, and can deliver value without relying on regular meetings. You’ll be balancing automation, data insights, and human touch to deliver exceptional outcomes. You’ll own the customer journey within your portfolio of accounts across onboarding, adoption, risk mitigation, and renewals, working to maximize usage and ensure customers derive ongoing value from Spellbook. RESPONSIBILITIES Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale. Offer 1:1 training calls to help new and existing customers hit the ground running. Do phone call or Zoom check-ins on accounts in your portfolio Monitor product usage across your portfolio and trigger targeted re-engagement campaigns or personalized outreach based on risk signals. Identify at-risk accounts early and proactively intervene with helpful content, value reinforcement, or direct outreach. Deliver value in creative, scalable ways — using Loom videos, email playbooks, personalized content, and group training sessions instead of relying on 1:1 synchronous meetings. Clearly articulate the ROI of Spellbook and coach customers to use functionality they may not be aware of to improve efficiency and accuracy in their work. Manage renewal conversations by showcasing usage, outcomes, and opportunities for further value, even with customers who are difficult to get a hold of. Partner with marketing, product, and CS leadership to refine scaled engagement strategies, playbooks, and automation flows. Maintain clear and accurate records in HubSpot and help improve how we track scaled success metrics and health scores. QUALIFICATIONS 2+ years in customer success, account management or a similar role in a B2B SaaS environment. Experience with scaled/lifecycle CS or managing high-volume SMB customer segments. Proven ability to manage and impact a large volume of accounts without sacrificing the quality of support or customer outcomes. Excellent written communication — you know how to craft a persuasive email, a compelling product update, or a clear usage follow-up. Strong organizational skills and a systems mindset; you enjoy refining workflows, segmenting accounts, and optimizing processes. Able to identify churn risks through product signals and take proactive steps to turn the account around. Comfortable driving value without depending on live meetings — you can sell the product’s worth through content, automation, and strategic outreach. Familiarity with CRMs (e.g., HubSpot) and willing to maintain clean and consistent data hygiene. Self-starter who thrives in a fast-paced, constantly evolving environment. NICE TO HAVES Familiarity with tools like Mixpanel, Intercom, or customer success platforms like Vitally or ChurnZero. Legal tech or SaaS experience supporting professional services teams (legal, finance, consulting). WHY JOIN SPELLBOOK? Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done Access our company-paid group benefits for you and your family, with $1,000 towards mental health support Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee Inclusive Hiring at Spellbook We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation. Use of Artificial Intelligence in Recruitment Spellbook uses artificial intelligence (AI) responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking and recordings, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Spellbook team. While AI tools may assist with screening and assessment, they do not replace human judgment in selection decisions. Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience. We are committed to upholding principles of fairness, transparency, and accountability in all hiring activities. Spellbook regularly reviews its recruitment practices to mitigate bias and to ensure alignment with applicable laws and evolving best practices. Our Compensation Philosophy Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.