Spellbook
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.
VP, Customer Success – Support
🔥 16 minutes ago
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Spellbook
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
• Define and own the global strategy for customer success and customer support, including team structure, coverage model, and processes for supporting customers across time zones and regions. • Build, hire, and lead a high-performing global team of customer success managers, support specialists, and functional leaders. • Own key outcomes including net revenue retention, gross retention, customer satisfaction, renewal rate, support responsiveness/resolution times, and product adoption. • Design scalable onboarding and adoption playbooks that work for customers ranging from small law firms to large enterprise legal departments. • Partner closely with the Account Management team to identify expansion opportunities within the existing customer base, driving upsell and cross-sell strategies that increase net revenue retention • Build a world-class support operation, including tooling, staffing model, SLAs, and escalation paths, that delivers fast, high-quality help to customers globally. • Partner closely with Sales, Product, and Engineering to close the loop on customer feedback, influence the roadmap, and ensure a seamless end-to-end customer experience. • Establish the metrics, systems, and reporting cadence (dashboards, QBRs, executive updates) needed to run CS and Support as a data-driven, predictable function. • Represent the voice of the customer at the leadership level and act as an executive sponsor for Spellbook's most strategic accounts. • Instill a customer-obsessed culture across the team and the broader company.
🎯 Requirements
• 10+ years of experience in customer success and/or customer support, including significant leadership experience at the director level or above in a B2B SaaS company. • Proven experience building and scaling a global, distributed CS/Support organization across multiple regions and time zones. • Track record of owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvement. • Experience partnering with enterprise as well as SMB/mid-market customer segments, ideally with a varied portfolio similar to Spellbook's mix of law firms, in-house teams, and solo practitioners. • Strong executive presence and the ability to operate as a strategic partner to the leadership team and board. • Comfortable operating with high autonomy in a fast-moving startup environment, and willing to be hands-on while also building for scale. • Data-driven approach to decision-making, with fluency in CS/support tooling and analytics such as HubSpot, Intercom/Zendesk, Vitally, or similar CS/support platforms.
🏖️ 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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