Enterprise Customer Success Manager

🔥 33 minutes ago

🇨🇦 Canada – Remote

💵 CA$123k - CA$145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 4%

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 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