Scaled Customer Success Manager

Spellbook

Scaled Customer Success Manager driving adoption and retention for Spellbook's small to mid-sized clients. Focusing on automated engagement and value delivery for 150+ accounts.

Posted 4/16/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$102,000 - CA$120,000 per yearWebsite

About the role

Key responsibilities & impact

Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale.
Offer 1:1 training calls to help new and existing customers hit the ground running.
Do phone call or Zoom check-ins on accounts in your portfolio.
Monitor product usage across your portfolio and trigger targeted re-engagement campaigns or personalized outreach based on risk signals.
Identify at-risk accounts early and proactively intervene with helpful content, value reinforcement, or direct outreach.
Deliver value in creative, scalable ways — using Loom videos, email playbooks, personalized content, and group training sessions instead of relying on 1:1 synchronous meetings.
Clearly articulate the ROI of Spellbook and coach customers to use functionality they may not be aware of to improve efficiency and accuracy in their work.
Manage renewal conversations by showcasing usage, outcomes, and opportunities for further value, even with customers who are difficult to get a hold of.
Partner with marketing, product, and CS leadership to refine scaled engagement strategies, playbooks, and automation flows.
Maintain clear and accurate records in HubSpot and help improve how we track scaled success metrics and health scores.

Requirements

What you’ll need

2+ years in customer success, account management or a similar role in a B2B SaaS environment
Experience with scaled/lifecycle CS or managing high-volume SMB customer segments
Proven ability to manage and impact a large volume of accounts without sacrificing the quality of support or customer outcomes
Excellent written communication — you know how to craft a persuasive email, a compelling product update, or a clear usage follow-up
Strong organizational skills and a systems mindset; you enjoy refining workflows, segmenting accounts, and optimizing processes
Able to identify churn risks through product signals and take proactive steps to turn the account around
Comfortable driving value without depending on live meetings — you can sell the product’s worth through content, automation, and strategic outreach
Familiarity with CRMs (e.g., HubSpot) and willing to maintain clean and consistent data hygiene
Self-starter who thrives in a fast-paced, constantly evolving environment.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementB2B SaaSscaled/lifecycle customer successchurn risk identificationworkflow optimizationdata hygiene

Soft Skills

written communicationorganizational skillssystems mindsetproactive interventionself-starteradaptability