Customer Success Manager (AUS)

Job description

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 customer’s advocate, providing feedback to internal teams to improve our product. - Perform other duties as assigned to support the organization’s needs, consistent with the scope and level of this role. QUALIFICATIONS - 2–3 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. - Support with other responsibilities and projects 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 INCLUSIVE HIRING AT SPELLBOOK We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation. USE OF ARTIFICIAL INTELLIGENCE IN RECRUITMENT Spellbook uses artificial intelligence (AI) responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking and recordings, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Spellbook team. While AI tools may assist with screening and assessment, they do not replace human judgment in selection decisions. Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience. We are committed to upholding principles of fairness, transparency, and accountability in all hiring activities. Spellbook regularly reviews its recruitment practices to mitigate bias and to ensure alignment with applicable laws and evolving best practices. OUR COMPENSATION PHILOSOPHY Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.