Remote Customer Success Manager (UK) in Swansea

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.

• 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.
• Support with other responsibilities and projects as required.

• 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.

Spellbook 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.

Spellbook 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.