At a Glance
- Tasks: Drive success for mid-market and enterprise clients, ensuring they get the most from Spellbook.
- Company: Join Spellbook, a leading AI copilot for transactional lawyers, backed by top investors.
- Benefits: Enjoy flexible work, mental health support, generous time off, and competitive stock options.
- Other info: Inclusive culture focused on autonomy, accountability, and career growth opportunities.
- Why this job: Be part of an innovative team transforming legal workflows with cutting-edge technology.
- Qualifications: 2-3 years in SaaS customer success, strong communication, and problem-solving skills required.
The predicted salary is between 50000 - 60000 £ per year.
Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.
We’re seeking a proactive Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer success, skilled at managing objections, and passionate about delivering measurable value to clients.
RESPONSIBILITIES- Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR.
- Build strong relationships with key stakeholders to drive satisfaction and loyalty.
- Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform.
- Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities.
- Address objections and clearly articulate the ROI of Spellbook’s solutions.
- Design and send targeted emails to engage legal professionals resistant to traditional meetings.
- Deliver tailored presentations and product demonstrations to meet client needs.
- Analyze usage data to identify patterns, drive engagement, and demonstrate ROI.
- Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities.
- Troubleshoot technical issues, collaborating with support and product teams to resolve them.
- Act as the customer’s advocate, providing feedback to internal teams to improve our product.
- Perform other duties as assigned to support the organization’s needs, consistent with the scope and level of this role.
- 2–3 years of customer success, account management, or sales experience in a SaaS startup.
- Proven success managing mid-market and enterprise accounts.
- Strong sales acumen and objection-handling skills.
- Excellent communication and relationship-building abilities.
- Experience creating QBRs and email campaigns to engage customers.
- Data-savvy, able to generate insights and demonstrate ROI.
- Problem-solving skills for technical challenges.
- Adaptability and independence in a fast-paced startup environment.
- Familiarity with HubSpot and Stripe.
- Proficiency in tools like MixPanel for data analysis.
- Training in consultative sales methodologies (e.g., Sandler).
- Experience with legal technology or AI tools.
- Familiarity with customer success platforms.
- 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.
We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law.
Use of Artificial Intelligence in RecruitmentSpellbook uses artificial intelligence (AI) responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking and recordings, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Spellbook team.
Our Compensation PhilosophySpellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level.
Remote Customer Success Manager (UK) in Surrey employer: Spellbook
Spellbook is an exceptional employer that champions a flexible and outcome-focused work culture, allowing you to embrace autonomy while driving success for our clients. With generous benefits including company-paid health support, wellness allowances, and competitive stock options, we prioritise your well-being and professional growth. Join us in a dynamic environment where your contributions directly impact the future of legal technology, all while being part of an inclusive team dedicated to fostering diversity and equal opportunity.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager (UK) in Surrey
✨Tip Number 1
Network like a pro! Reach out to connections in the legal tech space and let them know you're on the hunt for a Customer Success Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to SaaS customer success. Think about how you can showcase your experience with managing objections and delivering value to clients. We want you to shine!
✨Tip Number 3
Don’t forget to tailor your approach! When you get the chance to present or demonstrate your skills, make sure it’s relevant to Spellbook’s platform. Show them how you can help legal teams work smarter, not harder.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Spellbook team. Let’s get you that interview!
We think you need these skills to ace Remote Customer Success Manager (UK) in Surrey
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS customer success and how you've managed mid-market and enterprise accounts. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills:Since this role involves building strong relationships, it's crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively engaged clients in the past.
Highlight Data Savviness:We love data-driven insights! If you’ve used tools like HubSpot or MixPanel, make sure to mention that. Show us how you've analysed usage data to drive engagement and demonstrate ROI in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive—just what we like to see!
How to prepare for a job interview at Spellbook
✨Know Your Product Inside Out
Before the interview, make sure you understand Spellbook's platform and how it benefits legal professionals. Familiarise yourself with its features and be ready to discuss how you can help clients maximise their use of the tool.
✨Prepare for Objection Handling
Since managing objections is key in this role, think of common concerns clients might have about adopting new technology. Prepare clear, concise responses that highlight the ROI and advantages of using Spellbook over traditional methods.
✨Showcase Your Data Savvy
Be ready to discuss how you've used data in previous roles to drive customer engagement and demonstrate value. Bring examples of how you've analysed usage patterns or created insights that led to successful outcomes for clients.
✨Practice Your Presentation Skills
As a Customer Success Manager, you'll need to deliver tailored presentations. Practice explaining complex concepts simply and engagingly. Consider doing mock presentations to friends or family to build confidence before the big day.
