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 and eliminate the drudgery of everyday contract work.

We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures. The company recently raised $50 million in Series B funding, bringing its total funding to more than $80 million.

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. This role is critical to helping the team operate consistently as we grow, while delivering strong customer outcomes.

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. This is a hands-on role for someone who thrives in a fast-paced, distributed startup environment and genuinely enjoys coaching and developing teammates.

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
• Drive strong portfolio outcomes across your team’s book
• 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
• Escalate renewal risks and systemic challenges to the Director of CS with clear context and recommendations
• Partner closely with the Director of CS to design, implement, and refine onboarding frameworks, adoption and health playbooks, renewal workflows, and escalation paths
• Ensure CSMs have the tools, clarity, and resources needed to deliver consistently as the team scales
• Lead significant hiring efforts as the team grows, including interviewing and candidate evaluation
• Build and continuously improve onboarding and ramp plans so new CSMs reach productivity quickly
• Monitor account health and adoption signals across the team’s portfolio
• Operate with a high bar for clear, consistent communication in a distributed environment
• 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?

• Flexibility: Embrace autonomy and accountability in a flexible, outcome-oriented work environment
• Health & Wellness: Comprehensive company-paid group benefits with $1,000 dedicated towards mental health support, plus an annual wellness allowance
• Time Off: Generous time off policies throughout the year and regular holiday closures
• Perks: Monthly paid meals and parental leave top-ups as your family grows
• Equity: Competitive stock option grants as a pivotal early employee