Manager, Mid-Market Customer Success

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 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 and ramp milestones

  • Adoption and account health playbooks

  • Renewal and forecasting workflows

  • Escalation paths and internal operating cadence

• 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 selection

• Build and continuously improve onboarding and ramp plans so new CSMs reach productivity quickly

• Provide hands-on support to new hires during the ramp-up to set a strong foundation

• 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?

• 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.