[Hiring] Enterprise Customer Success Manager @Spellbook

Role Description

We're looking for an experienced and highly organized Enterprise Customer Success Manager (CSM) to support our largest and most complex customers. This role is ideal for someone who thrives in fast-paced, evolving environments and is passionate about delivering value through structured onboarding, proactive account management, and executive-level communication. You’ll be a strategic partner to enterprise clients, driving adoption, managing layered stakeholder relationships, and ensuring long-term success with Spellbook.

Responsibilities

• Own a portfolio of enterprise accounts, ensuring 97%+ gross revenue retention (GRR).
• Lead complex, multi-phase onboarding projects with enterprise clients, aligning timelines, deliverables, and key milestones across internal and client teams.
• Conduct discovery to deeply understand each customer’s legal workflows and business goals, tailoring onboarding and training accordingly.
• Develop and execute customized enablement strategies that support scalable adoption across large, layered organizations.
• Build and maintain strong relationships with multiple stakeholders, including senior legal and executive leaders.
• Run Quarterly Business Reviews (QBRs), demonstrating clear ROI and identifying opportunities for expansion or deeper platform engagement.
• Maintain accurate, up-to-date records in HubSpot and hold yourself to high standards of CRM data hygiene.
• Anticipate client needs and risks, proactively resolving issues and escalating when appropriate.
• Collaborate with product, engineering, and support teams to advocate for enterprise customer needs and improve the overall journey.
• Support renewals by driving usage, demonstrating value, and identifying champions within each organization.
• Stay agile in a fast-changing environment—refining playbooks, processes, and approaches to meet the evolving needs of enterprise clients.
• This role will support large global customers that may have team members outside of the EST timezone. Occasional meetings outside of standard working hours may be required to support these customers.
• Support with other responsibilities and projects as required.

Qualifications

• 3+ years of experience in customer success, account management, or consulting, preferably in a B2B SaaS environment.
• Demonstrated success managing complex enterprise accounts with multiple stakeholders.
• Experience running structured onboarding projects and ensuring successful implementation.
• Polished communicator comfortable interfacing with C-level executives and legal professionals.
• Highly organized with strong project management skills; able to manage multiple moving pieces and meet deadlines.
• Comfortable with change and ambiguity—this role requires someone who can iterate quickly as we refine our enterprise journey.
• Strong analytical skills; able to interpret usage data to uncover insights and drive adoption.
• Proficient with HubSpot or similar CRM systems, with a commitment to maintaining clean, reliable data.
• Self-starter with a proactive mindset and strong sense of ownership.

Nice to Haves

• Experience in legal tech or working with legal teams.
• Familiarity with tools like MixPanel and customer success platforms (e.g., Vitally, ChurnZero, etc.).
• Training in consultative sales methodologies (e.g., Sandler, MEDDIC).
• Prior involvement in refining or building customer success processes from the ground up.

Benefits

• 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.