Spellbook is hiring an Enterprise Customer Success Manager (EMEA)

Spellbook is hiring an Enterprise Customer Success Manager to support our largest and most complex customers across the EMEA region. As one of the first Customer Success hires in EMEA, you will play a pivotal role in shaping our regional presence and approach, acting as a strategic partner to drive adoption and ensure long-term client success.

What You'll Do

• Own a portfolio of enterprise accounts, ensuring 97%+ gross revenue retention (GRR).
• Lead complex, multi-phase onboarding projects, aligning timelines, deliverables, and milestones across internal and client teams.
• Conduct discovery to understand customer legal workflows and business goals, tailoring onboarding and training.
• Develop and execute customized enablement strategies for scalable adoption across large organizations.
• Build and maintain strong relationships with multiple stakeholders, including senior legal and executive leaders.
• Run Quarterly Business Reviews (QBRs), demonstrating ROI and identifying expansion opportunities.
• Maintain accurate, up-to-date records in HubSpot with 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.
• Support renewals by driving usage, demonstrating value, and identifying champions.
• Stay agile, refining playbooks and processes to meet the evolving needs of enterprise clients.

What We're Looking For

• 3+ years in customer success, account management, or consulting, preferably in B2B SaaS.
• 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; able to 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 Have

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

Technical Stack

• HubSpot
• MixPanel
• Customer success platforms (e.g., Vitally, ChurnZero)

Team & Environment

You will be one of the first Customer Success hires in the EMEA region.

Benefits & Compensation

• Company-paid group benefits for you and your family, with $1,000 towards mental health support.
• Holiday closure and generous time off policies.
• Monthly paid meals.
• Annual wellness allowance to support your well-being.
• Parental leave top-ups as your family grows.
• Competitive stock option grants.

Work Mode

This is a remote position open to candidates within the EMEA region.

Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment. 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.