CustomerSuccessManager(AUS)

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, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million. *This is an existing vacancy ABOUT THE ROLE We’re seeking a proactive Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer success, skilled at managing objections, and passionate about delivering measurable value to clients. 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 cust