Senior Customer Success Manager

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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

• Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR. • Build strong relationships with key stakeholders to drive satisfaction and loyalty. • Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform. • Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities. • Address objections and clearly articulate the ROI of Spellbook’s solutions. • Design and send targeted emails to engage legal professionals resistant to traditional meetings. • Deliver tailored presentations and product demonstrations to meet client needs. • Analyze usage data to identify patterns, drive engagement, and demonstrate ROI. • Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities. • Troubleshoot technical issues, collaborating with support and product teams to resolve them. • Act as the customer’s advocate, providing feedback to internal teams to improve our product. • Identify regional trends and provide guidance on how to adjust our business to the needs of ANZ customers. • This role will support large global customers that may have team members outside of the AEST timezone. Occasional meetings outside of standard working hours may be required to support these customers. • Perform other duties as assigned to support the organization’s needs, consistent with the scope and level of this role.

🎯 Requirements

• 3-5 years of customer success, account management, or sales experience in a SaaS startup. • Proven success managing mid-market and enterprise accounts. • Strong sales acumen and objection-handling skills. • Excellent communication and relationship-building abilities. • Ability to work independently as the only CSM in Australia. • Experience creating QBRs and email campaigns to engage customers. • Data-savvy, able to generate insights and demonstrate ROI. • Problem-solving skills for technical challenges. • Adaptability and independence in a fast-paced startup environment. • Familiarity with HubSpot and Stripe.

🏖️ 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