Spellbook

Scaled Customer Success Manager

Spellbook

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$102,000 - CA$120,000 per year

About the role

  • 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

  • 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
  • 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 successaccount managementB2B SaaSscaled/lifecycle customer successchurn risk identificationworkflow optimizationdata hygiene
Soft Skills
written communicationorganizational skillssystems mindsetproactive interventionself-starteradaptability