Manager, Mid-Market Customer Success
New
S
SpellbookLegalTech SaaS
Remote - CanadaFull-TimeManager
SalaryCA$130K - CA$152K; On Target Earnings CA$130K – CA$152K
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Job Details
- Experience
- 2+ years of experience managing Customer Success teams in a high-growth SaaS environment
- Required Skills
- Team managementStakeholder managementCustomer SuccessSaaSAccount Management
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 leadership skills focused on team development.
- Organized, data-driven, and comfortable with forecasting and prioritization.
- Ability to thrive in a fast-paced, remote-first environment.
Responsibilities
- Lead, coach, and support a growing team of Mid-Market CSMs across onboarding, adoption, and renewals.
- Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth.
- Run bi-weekly call coaching sessions, emphasizing discovery, stakeholder management, value-based conversations, and renewal readiness.
- Drive strong portfolio outcomes, oversee end-to-end renewals, and ensure accurate forecasting.
- Partner with the Director of CS to design and refine onboarding frameworks, account health playbooks, and internal workflows.
- Lead hiring efforts, including interviewing, selection, and the creation of onboarding/ramp plans.
- Collaborate with Account Management, Sales, Product, and Support to deliver a seamless customer experience.
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