Spellbook is hiring a Scaled Customer Success Manager to own the customer journey across a high-volume portfolio of small to mid-sized accounts. You will drive adoption, mitigate risk, and secure renewals for 100+ customers by combining automation, data insights, and targeted human engagement.
What You'll Do
- Own a large portfolio of accounts (100+), ensuring strong retention and product adoption at scale.
- Offer 1:1 training calls and conduct phone or Zoom check-ins for customers in your portfolio.
- Monitor product usage across your portfolio and trigger targeted re-engagement campaigns 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.
- Articulate the ROI of Spellbook and coach customers to use functionality they may not be aware of.
- Manage renewal conversations by showcasing usage, outcomes, and opportunities for further value.
- 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.
What We're Looking For
- 2+ years in customer success, account management, or a similar role in a B2B SaaS environment.
- Experience with scaled/lifecycle customer success or managing high-volume SMB customer segments.
- Proven ability to manage and impact a large volume of accounts without sacrificing support quality or customer outcomes.
- Excellent written communication.
- 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.
- Familiarity with CRMs (e.g., HubSpot) and willingness to maintain clean and consistent data hygiene.
- A self-starter who thrives in a fast-paced, constantly evolving environment.
Nice to Have
- 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).
Technical Stack
- HubSpot
Benefits & Compensation
- Flexible, remote work environment focused on outcomes.
- 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.
- Parental leave top-ups.
- Competitive stock option grants.
Work Mode
This is a fully remote position.
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.
