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
- Customer Success Manager leading Enterprise CSMs at Spellbook, an AI copilot for transactional lawyers. Driving onboarding, adoption, renewals, forecasting, and team growth.
Responsibilities
- Lead, coach, and support a growing team of Enterprise Customer Success Managers across onboarding, adoption, and renewals
- Initially manage approximately 8 CSMs across Mid-Market and Enterprise accounts
- Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth
- Run bi-weekly call coaching sessions focused on discovery, stakeholder management, value-based conversations, and renewal readiness
- Join customer calls to support escalations and model strong customer conversations
- Drive portfolio outcomes across the team’s accounts
- Oversee renewals end-to-end and ensure proactive renewal motions and accurate forecasting
- Help CSMs identify risks early, manage difficult renewals, and navigate complex customer situations
- Escalate renewal risks and systemic challenges to the VP of Customer Success & Support
- Design and refine onboarding frameworks, ramp milestones, adoption and account health playbooks, renewal and forecasting workflows, escalation paths, and operating cadence
- Ensure CSMs have the tools, clarity, and resources needed to deliver consistently
- Lead hiring efforts, including interviewing and selection
- Build and improve onboarding and ramp plans for new CSMs
- Provide hands-on ramp support to new hires
- Monitor account health and adoption signals across the portfolio
- Collaborate with Account Management, Sales, Product, and Support
Requirements
- 3+ years of experience managing Enterprise 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 coaching and people leadership skills
- 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 communication skills and ability to thrive in a fast-paced, remote-first environment
- Must be legally able to work and reside in Canada at the time of application
- Spellbook does not provide relocation or visa sponsorship support
Benefits
- Company-paid group benefits for you and your family
- $1,000 towards mental health support
- Generous time off policies
- Holiday closure
- Monthly paid meals
- Annual wellness allowance
- Parental leave top-ups
- Competitive stock option grants
- Flexible work environment
- Autonomy and accountability
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