Manager, Mid-Market Customer Success

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 CA$130k - CA$152k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 3%

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

• Lead, coach, and support a growing team of Mid-Market Customer Success Managers across onboarding, adoption, and renewals • Manage approximately 8 CSMs initially and hire and scale the team quickly • 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 • Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement • Drive portfolio outcomes across the team’s book • Oversee renewals end-to-end and ensure 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 Customer Success with context and recommendations • Partner with the Director of Customer Success to design, implement, and refine onboarding frameworks, 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 • Lead hiring efforts, including interviewing and selection • Build and improve onboarding and ramp plans • Provide hands-on support to new hires during ramp-up • Monitor account health and adoption signals across the portfolio • Collaborate 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 coaching and people leadership skills • Organized, data-driven, and comfortable with forecasting and prioritization • Low-ego, collaborative, and willing to roll up your sleeves • 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 throughout the year • Holiday closure • Monthly paid meals • Annual wellness allowance • Parental leave top-ups • Competitive stock option grants • Flexible work environment with autonomy and accountability