To join our team and support the success of our enterprise and mid-market clients, we are seeking a proactive Customer Success Manager (CSM). The ideal candidate will be a SaaS startup with a proven track record of overcoming obstacles and delivering value, as well as experience with customer success. Key responsibilities include managing renewals, ensuring ongoing success, fixing technical issues, providing customer onboarding and training, and seeking out expansion opportunities on the expansion team's behalf.
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