Manager, Mid-Market Customer Success - Spellbook

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.

We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures, having recently raised $50 million in Series B funding.

About the Role

We’re hiring a Manager, Customer Success to lead, coach, and scale a growing team of Mid-Market Customer Success Managers (CSMs) responsible for the full customer lifecycle from onboarding and adoption to renewals.

You’ll initially manage a team of ~8 CSMs, with a clear expectation to hire and scale the team quickly. You will build the processes, playbooks, and reporting structures that enable CSMs to succeed at scale in a fast-paced, distributed startup environment.

Responsibilities

• Lead, coach, and support a growing team of Mid-Market CSMs across onboarding, adoption, and renewals.
• Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth.
• Run bi-weekly call coaching sessions, emphasizing discovery, stakeholder management, value-based conversations, and renewal readiness.
• Join customer calls when needed to support escalations and model strong customer conversations.
• Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement.
• Oversee renewals end-to-end, ensuring proactive renewal motions and accurate forecasting.
• Help CSMs identify risk early, manage difficult renewals, and navigate complex customer situations.
• Partner closely with the Director of CS to design, implement, and refine onboarding frameworks, health playbooks, and renewal workflows.
• Lead significant hiring efforts as the team grows, including interviewing, selection, and ramp planning.
• Collaborate closely with Account Management, Sales, Product, and Support to deliver a seamless customer experience.

Qualifications

• 2+ years of experience managing Customer Success teams in a high-growth SaaS environment.
• Experience managing and scaling teams (from 5 to 10+ CSMs).
• Proven success driving renewals, retention, and adoption outcomes.
• Experience hiring, onboarding, and ramping CSMs quickly.
• Strong understanding of proactive adoption strategies and customer health management.
• Strong sales acumen or prior sales experience, with the ability to coach discovery and renewal conversations.
• Exceptional coach and people leader who invests in the growth of their team.
• Organized, data-driven, and comfortable with forecasting and prioritization.
• Low-ego, collaborative, and willing to roll up your sleeves to help the team succeed.
• Clear communicator who thrives in a fast-paced, remote-first environment.

Why Join Spellbook?

• Embrace autonomy and accountability in a flexible work environment focused on outcomes.
• Access company-paid group benefits for you and your family, with $1,000 towards mental health support.
• Disconnect during holiday closures and take advantage of generous time off policies.
• Enjoy monthly paid meals, an annual wellness allowance, and parental leave top-ups.
• Secure your stake in our success with competitive stock option grants.