Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Enterprise Customer Success Manager driving onboarding, adoption, retention, and expansion for Spellbook’s AI contract copilot. Managing complex legal-sector accounts and executive stakeholder relationships.
Responsibilities
- Own a portfolio of enterprise accounts and ensure 97%+ gross revenue retention
- Lead complex, multi-phase onboarding projects with enterprise clients
- Align timelines, deliverables, and milestones across internal and client teams
- Conduct discovery into customers’ legal workflows and business goals
- Develop and execute customized enablement strategies to drive scalable adoption
- Build relationships with senior legal and executive stakeholders
- Run Quarterly Business Reviews, demonstrate ROI, and identify expansion opportunities
- Maintain accurate records and CRM data hygiene in HubSpot
- Anticipate customer needs and risks, proactively resolve issues, and escalate when appropriate
- Collaborate with product, engineering, and support teams to advocate for enterprise customers
- Support renewals by driving usage, demonstrating value, and identifying customer champions
- Refine playbooks, processes, and approaches for evolving enterprise customer needs
- Support large global customers, including occasional meetings outside standard working hours
- Support other responsibilities and projects as required
Requirements
- 3+ years of experience in customer success, account management, or consulting, preferably in a B2B SaaS environment
- Demonstrated success managing complex enterprise accounts with multiple stakeholders
- Experience running structured onboarding projects and ensuring successful implementation
- Comfortable interfacing with C-level executives and legal professionals
- Strong project management skills and ability to manage multiple moving pieces and meet deadlines
- Comfortable with change and ambiguity
- Strong analytical skills and ability to interpret usage data to drive adoption
- Proficient with HubSpot or similar CRM systems
- Experience in legal tech or working with legal teams (nice to have)
- Familiarity with Mixpanel and customer success platforms such as Vitally or ChurnZero (nice to have)
- Training in consultative sales methodologies such as Sandler or MEDDIC (nice to have)
- Prior involvement in building customer success processes (nice to have)
- Must be legally able to work and reside in Canada at the time of application
- Occasional meetings outside standard working hours may be required
Benefits
- Company-paid group benefits for you and your family
- $1,000 towards mental health support
- Holiday closure
- Generous time off policies throughout the year
- Monthly paid meals
- Annual wellness allowance
- Parental leave top-ups
- Competitive stock option grants
- Flexible work environment
- Autonomy and accountability
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