Customer Success Associate analyzing vehicle reimbursement programs for Cardata. Preparing reports, audits, and insights that support customer reviews, renewals, and expansions.
About the role
- Manager leading Mid-Market Customer Success team at Spellbook, a legal AI platform. Focusing on onboarding, renewals, and scaling a team to drive customer success outcomes.
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
Requirements
- 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
Benefits
- 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
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