Customer Success Manager

ABOUT THE ROLE:

We are seeking a proactive Customer Success Manager (CSM) to join our team and drive the success of our mid-market and enterprise clients. The ideal candidate will have experience in customer success within a SaaS startup environment, with a knack for managing objections and demonstrating value. Key responsibilities include onboarding and training customers, ensuring ongoing success, troubleshooting technical issues, handling renewals, and identifying expansion opportunities for the expansion team.

RESPONSIBILITIES:

We’re growing quickly and while you may not tick all of the boxes, we encourage you to apply regardless!

Client Management:

• Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts and maintain 95%+ GRR.

• Develop and maintain strong, long-term relationships with key stakeholders to ensure customer satisfaction and loyalty.

• Conduct regular business reviews (QBRs) to evaluate customer success metrics, provide insights, and identify opportunities for growth and improvement.

Onboarding & Training:

• Lead the onboarding process for new customers, ensuring they are effectively trained on Spellbook’s platform and understand how to leverage its features.

• Provide ongoing training and support to ensure customers maximize the value of our product.

Value Delivery:

• Deeply understand customers' business objectives and challenges to effectively demonstrate the value of Spellbook's solutions.

• Address and manage customer objections by articulating the benefits and ROI of Spellbook’s offerings.

Engagement & Communication:

• Design and send targeted emails to engage and educate legal professionals resistant to traditional meetings.

• Develop and deliver compelling presentations and product demonstrations tailored to the needs of each customer.

• Proactively identify customer needs and collaborate with internal teams to ensure those needs are met.

Data Analysis:

• Analyze customer usage data to identify patterns and insights, driving improvements in customer engagement and satisfaction.

• Create reports and dashboards to monitor key performance metrics and demonstrate ROI to customers.

Renewals & Expansion:

• Manage the renewal process, ensuring a high retention rate by maintaining strong relationships and demonstrating continuous value.

• Identify account growth and expansion opportunities and coordinate with the expansion team to leverage these opportunities.

Technical Troubleshooting:

• Assist customers in troubleshooting technical challenges related to the Spellbook platform.

• Provide timely and effective resolutions to technical issues, coordinating with the support and product teams as needed.

Customer Advocacy: Act as the voice of the customer within Spellbook, providing feedback to the product and development teams to drive continuous improvement.

QUALIFICATIONS:

• You have 2-3 years of experience in customer success, account management, or sales within a SaaS startup environment.

• You have a proven track record of managing mid-market and enterprise accounts

• You have strong sales acumen with the ability to sell the value of a product and handle objections effectively.

• You have excellent communication and interpersonal skills, with a persuasive and customer-centric approach.

• You have proficiency in creating and delivering QBRs and email campaigns to engage customers.

• You are comfortable working with data to generate insights and demonstrate ROI.

• You can troubleshoot technical challenges and provide effective solutions.

• You can work independently and adapt quickly as we develop new processes and customer journeys.

• Familiarity with HubSpot and Stripe.

NICE TO HAVES:

• Proficiency in data analysis tools like MixPanel.

• Sandler sales training, we love to see candidates with consultative sales training. 

• Experience with CRM systems like Hubspot and customer success platforms.

• Some experience working with lawyers or legal technology.

• Experience with AI software tools

WHY JOIN SPELLBOOK?

• Work with a world-class team of Olympic caliber.

• Secure your stake in our success; as a pivotal early employee, you'll be granted generous stock options.

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