Spellbook

Manager, Mid-Market Customer Success

Spellbook

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • 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
  • Join customer calls when needed to support escalations and model strong customer conversations
  • Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement
  • Drive strong portfolio outcomes across your team’s book
  • Oversee renewals end-to-end, ensuring proactive renewal motions and accurate forecasting
  • Help CSMs identify risk early, manage difficult renewals, and navigate complex customer situations
  • Escalate renewal risks and systemic challenges to the Director of CS with clear context and recommendations
  • Partner closely with the Director of CS to design, implement, and refine:
  • Onboarding frameworks and ramp milestones
  • Adoption and account health playbooks
  • Renewal and forecasting workflows
  • Escalation paths and internal operating cadence
  • Ensure CSMs have the tools, clarity, and resources needed to deliver consistently as the team scales
  • Lead significant hiring efforts as the team grows, including interviewing and selection
  • Build and continuously improve onboarding and ramp plans so new CSMs reach productivity quickly
  • Provide hands-on support to new hires during the ramp-up to set a strong foundation
  • Monitor account health and adoption signals across the team’s portfolio
  • Operate with a high bar for clear, consistent communication in a distributed environment
  • Collaborate closely with Account Management, Sales, Product, and Support to deliver a seamless customer experience

Requirements

  • 2–5+ years of experience managing Customer Success teams in a high-growth SaaS environment
  • Experience managing and scaling teams (from 5 - 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 coach and people leader who invests in the growth of their team
  • Organized, data-driven, and comfortable with forecasting and prioritization
  • Low-ego, collaborative, and willing to roll up your sleeves to help the team succeed
  • Clear communicator who thrives in a fast-paced, remote-first environment
Benefits
  • Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done
  • Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
  • Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year
  • Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
  • Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementrenewals managementadoption strategiesforecastingdata-driven decision makingteam scalingonboardingaccount health managementperformance managementcoaching
Soft Skills
leadershipcommunicationcollaborationorganizational skillscoachingtrust buildingaccountabilitycontinuous improvementproblem-solvingadaptability