Senior Customer Success Manager (AUS) - Spellbook

Spellbook is the most comprehensive AI copilot for transactional lawyers, working directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster. We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, and Inovia Capital, and recently raised a $50 million Series B funding round.

About the Role

We are seeking a proactive Senior Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. As our first CSM in Australia, you will pave the way within the region as we continue to expand our business.

Responsibilities

• Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR.
• Build strong relationships with key stakeholders to drive satisfaction and loyalty.
• Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform.
• Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities.
• Address objections and clearly articulate the ROI of Spellbook’s solutions.
• Design and send targeted emails to engage legal professionals resistant to traditional meetings.
• Deliver tailored presentations and product demonstrations to meet client needs.
• Analyze usage data to identify patterns, drive engagement, and demonstrate ROI.
• Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities.
• Troubleshoot technical issues, collaborating with support and product teams to resolve them.
• Act as the customer’s advocate, providing feedback to internal teams to improve our product.
• Identify regional trends and provide guidance on how to adjust our business to the needs of ANZ customers.
• Support large global customers that may have team members outside of the AEST timezone, with occasional meetings outside of standard working hours when required.

Qualifications

• 3-5 years of customer success, account management, or sales experience in a SaaS startup.
• Proven success managing mid-market and enterprise accounts.
• Strong sales acumen and objection-handling skills.
• Excellent communication and relationship-building abilities.
• Ability to work independently as the only CSM in Australia.
• Experience creating QBRs and email campaigns to engage customers.
• Data-savvy, able to generate insights and demonstrate ROI.
• Problem-solving skills for technical challenges.
• Adaptability and independence in a fast-paced startup environment.
• Familiarity with HubSpot and Stripe.

Nice to Haves

• Proficiency in tools like MixPanel for data analysis.
• Training in consultative sales methodologies (e.g., Sandler).
• Experience with legal technology or AI tools.
• Familiarity with customer success platforms.

Why Join Spellbook?

• Embrace autonomy and accountability in a flexible remote work environment.
• Access company-paid group benefits, including $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.