Customer Success Manager

Spellbook Legal Inc.

Job Overview

Location

Remote - British Columbia

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Spellbook Legal Inc., you will be the primary advocate for mid-market and enterprise clients, ensuring they derive maximum value from the AI-powered contract automation platform that is transforming legal workflows for over 4,000 law firms and in-house teams globally. Your role is critical in driving customer satisfaction, retention, and expansion by translating technical capabilities into tangible business outcomes for legal professionals.
• You will own the end-to-end customer lifecycle for your assigned portfolio, from strategic onboarding and adoption to renewal and growth, acting as the trusted advisor who understands both the legal industry’s pain points and how Spellbook’s AI copilot solves them—directly contributing to the company’s mission of making contract work 10x faster and more precise.
• Day to day, you will serve as the main point of contact for a portfolio of mid-market and enterprise accounts, building deep relationships with key stakeholders including managing partners, practice group leaders, and in-house counsel to drive satisfaction and long-term loyalty.
• You will lead onboarding and training for new customers, designing and delivering tailored product demonstrations and workshops that ensure effective adoption of Spellbook’s Microsoft Word-integrated platform, reducing time-to-value and increasing user engagement from day one.
• Conducting regular Quarterly Business Reviews (QBRs) will be central to your role, where you will analyze usage data, surface actionable insights, and clearly articulate ROI to clients—identifying expansion opportunities while reinforcing the platform’s impact on contract turnaround time, risk reduction, and cost savings.
• You will proactively address objections and resistance to change by crafting targeted email campaigns and personalized outreach strategies that engage legal professionals who are hesitant to adopt new technology, using consultative techniques to overcome skepticism and drive adoption.
• Collaborating closely with product, engineering, and support teams, you will troubleshoot technical issues, advocate for customer feedback in product roadmap discussions, and help prioritize enhancements that improve usability and reliability for legal end-users.
• Managing renewals and coordinating with the expansion team on upsell opportunities will be a key focus, requiring you to monitor account health, anticipate churn risks, and develop strategic plans to increase customer lifetime value through feature adoption and seat expansion.
• You will leverage data analytics to track usage patterns, measure engagement metrics, and generate reports that demonstrate how Spellbook reduces manual contract review time, improves accuracy, and frees up lawyers for higher-value work—turning insights into compelling narratives for executive stakeholders.
• Operating within a fast-paced, venture-backed SaaS startup environment, you will exercise autonomy and accountability, using your initiative to refine processes, test new engagement tactics, and contribute to a culture of continuous improvement in customer success.
• About the team and company: Spellbook is a rapidly scaling legal AI innovator backed by top-tier investors including Khosla Ventures and Thomson Reuters Ventures, having recently raised $50M in Series B funding to accelerate product development and market expansion. You’ll join a mission-driven team of engineers, legal experts, and go-to-market professionals united by the goal of eliminating contract drudgery through intelligent automation.
• In this role, you will develop deep expertise in legal technology adoption, SaaS customer success strategies, and AI-driven product advocacy—gaining rare experience at the intersection of law, artificial intelligence, and enterprise sales, positioning you for leadership roles in high-growth tech companies or specialized legal operations functions.

🎯 Requirements

• 3+ years of customer success, account management, or sales experience in a SaaS startup environment
• Proven success managing mid-market and enterprise accounts, including ownership of renewal and expansion goals
• Strong sales acumen and objection-handling skills, with ability to articulate ROI and navigate complex stakeholder landscapes
• Excellent communication and relationship-building abilities, particularly with legal professionals and senior decision-makers
• Experience creating and delivering QBRs and targeted email campaigns to drive engagement and demonstrate value
• Data-savvy mindset: ability to analyze usage data, generate insights, and build compelling business cases for retention and expansion
• Problem-solving aptitude for technical challenges, with willingness to collaborate with support and product teams to resolve issues
• Adaptability and independence to thrive in a fast-paced, ambiguous startup environment where outcomes are prioritized over process
• Familiarity with HubSpot for CRM management and Stripe for billing and subscription operations

🏖️ Benefits

• Company-paid group benefits for you and your family, including $1,000 annual allocation toward mental health support services
• Generous time off policies, including a full company holiday closure to encourage true disconnection and recharge
• Monthly paid meals and an annual wellness allowance to support physical and mental well-being
• Parental leave top-ups as your family grows, reflecting our commitment to supporting employees through life’s major milestones
• Competitive stock option grants as a pivotal early employee, giving you direct ownership in Spellbook’s success and long-term value creation

Skills & Technologies

Remote

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Spellbook Legal Inc.

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About Spellbook Legal Inc.

Spellbook Legal is a legal technology company that leverages artificial intelligence to assist legal professionals. Their core product is an AI-powered drafting tool designed to help lawyers generate, review, and analyze legal documents more efficiently. By integrating with existing legal workflows, Spellbook aims to reduce the time and cost associated with legal work, making legal services more accessible and improving productivity for law firms and in-house legal departments. The company operates within the rapidly growing legal tech industry, focusing on innovation and the application of advanced AI to transform legal practice.

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