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Customer Success Manager at spellbook.legal | Remote

spellbook.legalRemote - British Columbia
Remote Full-time

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Experience Level

Experience

Qualifications

Minimum of 3 years in customer success roles within a SaaS environment. Proven track record of managing client relationships and driving customer satisfaction. Strong analytical skills with the ability to interpret data and drive decision-making. Excellent communication and presentation skills.

About the job

Spellbook is an innovative AI copilot designed specifically for transactional lawyers, enhancing their efficiency and precision. Integrating seamlessly with Microsoft Word, Spellbook empowers legal teams to draft, review, and negotiate contracts up to 10 times faster. Currently, over 4,000 law firms, in-house teams, and solo practitioners benefit from Spellbook, transforming their workflows and alleviating the tedious aspects of contract management.

Supported by notable investors such as Khosla Ventures, Thomson Reuters Ventures, and Inovia Capital, Spellbook recently secured $50 million in Series B funding, elevating its total financing to over $80 million.

ABOUT THE ROLE

We are on the lookout for an enthusiastic Customer Success Manager (CSM) to enhance the experience of our mid-market and enterprise clients. The ideal applicant will have a solid background in SaaS customer success, adeptly manage client objections, and be committed to delivering tangible value to our clientele.

RESPONSIBILITIES

  • Act as the primary liaison for a portfolio of mid-market and enterprise accounts.

  • Cultivate robust relationships with key stakeholders to foster satisfaction and loyalty.

  • Oversee onboarding and training for new clients, ensuring successful adoption of Spellbook’s platform.

  • Conduct regular business reviews (QBRs) to share insights and pinpoint growth opportunities.

  • Resolve objections and effectively communicate the ROI of Spellbook’s solutions.

  • Design and dispatch targeted communications to engage legal professionals less inclined towards traditional meetings.

  • Deliver customized presentations and product demonstrations tailored to client requirements.

  • Analyze usage metrics to uncover trends, enhance engagement, and illustrate ROI.

  • Manage contract renewals to ensure high retention rates and collaborate with the expansion team on upselling opportunities.

  • Diagnose technical issues and work alongside support and product teams for resolutions.

  • Serve as the customer’s advocate, providing insights to internal teams for product enhancements.

  • Additional responsibilities as assigned.

QUALIFICATIONS

  • Minimum of 3 years in customer success roles within a SaaS environment.

  • Proven track record of managing client relationships and driving customer satisfaction.

  • Strong analytical skills with the ability to interpret data and drive decision-making.

  • Excellent communication and presentation skills.

About spellbook.legal

Spellbook is revolutionizing the legal industry by providing the most comprehensive AI copilot for transactional lawyers, enabling them to work smarter and faster. With an impressive backing from top investors and a rapidly growing user base, Spellbook is at the forefront of legal technology.

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