Scaled Customer Success Manager

New

SpellbookLegal Tech

Remote - CanadaFull-TimeMiddle

SalaryCA$102K - CA$120K; On Target Earnings CA$102K – CA$120K

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Job Details

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 quality.
Excellent written communication skills for persuasive emails and product updates.
Strong organizational skills and a systems mindset for workflow optimization.
Ability to identify churn risks through product signals and take proactive steps.
Comfortable driving value through content, automation, and strategic outreach rather than live meetings.
Proficiency with CRMs (e.g., HubSpot) and ability to maintain data hygiene.
Self-starter who thrives in a fast-paced environment.

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.
Conduct phone 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.
Clearly articulate the ROI of Spellbook and coach customers on underutilized functionality.
Manage renewal conversations by showcasing usage, outcomes, and opportunities.
Partner with marketing, product, and CS leadership to refine scaled engagement strategies and automation flows.
Maintain clear and accurate records in HubSpot and track success metrics.

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