*This is an existing vacancyABOUT THE ROLEWe'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.
- 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.
- Other responsibilities as required.
QUALIFICATIONS- 3+ 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.
- 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.
- Other responsibilities as required.
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 work environment; we focus on outcomes and empower you to determine how to get the job done
- Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
- Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year
- Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
- Secure your stake in our success; you'll receive competitive stock option grants as a pivotal early employee
