Scaled Customer Success Manager
New
S
SpellbookLegalTech SaaS
Remote - CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- HubSpotCRM
Requirements
- 2+ years in customer success, account management or a similar role in a B2B SaaS environment
- Experience with scaled/lifecycle CS or managing high-volume SMB customer segments
- Proven ability to manage and impact a large volume of accounts without sacrificing the quality of support or customer outcomes
- Excellent written communication
- Strong organizational skills and a systems mindset
- Able to identify churn risks through product signals and take proactive steps to turn the account around
- Comfortable driving value without depending on live meetings
- Familiarity with CRMs (e.g., HubSpot) and willing to maintain clean and consistent data hygiene
- Self-starter who thrives in a fast-paced, constantly evolving environment
Responsibilities
- Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale
- Offer 1:1 training calls to help new and existing customers hit the ground running
- Do phone call or Zoom check-ins on accounts in your portfolio
- Monitor product usage across your portfolio and trigger targeted re-engagement campaigns or personalized outreach based on risk signals
- Identify at-risk accounts early and proactively intervene with helpful content, value reinforcement, or direct outreach
- Deliver value in creative, scalable ways — using Loom videos, email playbooks, personalized content, and group training sessions instead of relying on 1:1 synchronous meetings
- Clearly articulate the ROI of Spellbook and coach customers to use functionality they may not be aware of to improve efficiency and accuracy in their work
- Manage renewal conversations by showcasing usage, outcomes, and opportunities for further value, even with customers who are difficult to get a hold of
- Partner with marketing, product, and CS leadership to refine scaled engagement strategies, playbooks, and automation flows
- Maintain clear and accurate records in HubSpot and help improve how we track scaled success metrics and health scores
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