Customer Success Operations Manager

🕒 September 4

🇨🇦 Canada – Remote

💵 CA$116k - CA$145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Spellbook

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

⚖️ Legal

☁️ SaaS

🤖 Artificial Intelligence

Legal • SaaS • Artificial Intelligence

Spellbook is an AI-powered contract management and automation platform that helps legal teams and law firms review, draft, compare and manage contracts end-to-end. The product provides AI contract review (redlines and risk flags), drafting from precedents or from scratch, market-comparisons, an AI assistant for multi-document workflows, and searchable indexed contract storage. It integrates with tools where deals start (email, Slack, Salesforce) and works directly inside Word. Spellbook emphasizes security and privacy (Zero Data Retention agreements, SOC 2 Type II compliance) and is positioned for in-house legal teams and law firms, claiming adoption by 4,500+ teams across 80+ countries and acceleration of over 10 million contracts.

📋 Description

• Own post-sale reporting end to end, including NRR, GRR, logo and dollar churn, expansion pipeline, time-to-value, seat activation, adoption, and CSM capacity and coverage • Surface at-risk cohorts, adoption gaps, and segment-level patterns early enough for action • Build accurate renewal forecasts and underlying risk scoring • Create early warning signals and attach defined action plans to each signal • Own post-sale systems from evaluation through selection, implementation, adoption, and administration of a Customer Success platform using Vitally and HubSpot • Own the post-sale data model, including account hierarchy, seats and licenses, lifecycle stages, and contract and renewal data • Design operating models for segmentation and coverage, onboarding, QBRs, renewals, expansion, escalation, and save motions • Lead cross-functional projects spanning sales-to-CS handoff, CS-to-support escalation, CS-to-product feedback, and data plumbing • Partner with CS leadership to identify and remove friction • Work cross-functionally with GTM teams to align CS strategy and execution with company goals • Define the first dedicated Post Sales Operations function and build a prioritization roadmap with CS and RevOps

🎯 Requirements

• 5+ years in Customer Success Operations, Revenue Operations, or GTM Systems at B2B software companies • Experience building the function rather than maintaining an existing one • Business admin or technical admin experience with a Customer Success platform • Fluent CRM reporting and comfort with BI tools (Omni) • Working understanding of NRR, GRR, churn, expansion, time-to-value, adoption, and capacity planning • Experience redesigning processes and using AI tools (LLMs, agents, automation) • Experience getting CSMs or a similar team to adopt something new without direct authority • Excellent organization and project management skills • Excellent written and verbal communication skills • Ability to work autonomously while collaborating across teams • Must be legally able to work and reside in Canada at the time of application • No relocation or visa sponsorship support provided

🏖️ 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