Enterprise Customer Success Manager

Join to apply for the Enterprise Customer Success Manager role at Spellbook

Join to apply for the Enterprise Customer Success Manager role at Spellbook

Spellbook is the leading AI suite for commercial lawyers, trusted by more than 3,000+ law firms and in-house teams worldwide. Our mission is to make legal services more accessible by empowering legal professionals with AI tools that enable them to work faster, smarter, and more efficiently. We've grown more than 25x since our launch in 2022 with customers like Nestle, Fender, Crocs, WSP and more - join us on our journey building magical tools that lawyers love.

We're looking for an experienced and highly organized Enterprise Customer Success Manager (CSM) to support our largest and most complex customers. This is a particularly exciting opportunity as it marks our first Customer Success hire in the EMEA region. As such, you'll play a pivotal role in shaping our presence and approach in the region, setting the foundation for future success.

This role is ideal for someone who thrives in fast-paced, evolving environments and is passionate about delivering value through structured onboarding, proactive account management, and executive-level communication. You’ll be a strategic partner to enterprise clients, driving adoption, managing layered stakeholder relationships, and ensuring long-term success with Spellbook.

Responsibilities

• Own a portfolio of enterprise accounts, ensuring 97%+ gross revenue retention (GRR).
• Lead complex, multi-phase onboarding projects with enterprise clients, aligning timelines, deliverables, and key milestones across internal and client teams.
• Conduct discovery to deeply understand each customer’s legal workflows and business goals, tailoring onboarding and training accordingly.
• Develop and execute customized enablement strategies that support scalable adoption across large, layered organizations.
• Build and maintain strong relationships with multiple stakeholders, including senior legal and executive leaders.
• Run Quarterly Business Reviews (QBRs), demonstrating clear ROI and identifying opportunities for expansion or deeper platform engagement.
• Maintain accurate, up-to-date records in HubSpot and hold yourself to high standards of CRM data hygiene.
• Anticipate client needs and risks, proactively resolving issues and escalating when appropriate.
• Collaborate with product, engineering, and support teams to advocate for enterprise customer needs and improve the overall journey.
• Support renewals by driving usage, demonstrating value, and identifying champions within each organization.
• Stay agile in a fast-changing environment—refining playbooks, processes, and approaches to meet the evolving needs of enterprise clients.
• Provide other support where required.

Qualifications

NICE TO HAVES :

WHY JOIN SPELLBOOK?

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. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity / expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Software Development

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