Spellbook

1 day ago

VP, Customer Success & Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Build and lead Spellbook’s global post-sale Customer Success and Support function, spanning onboarding, customer success, and support operations across time zones. Own retention, satisfaction, renewals, support responsiveness, and product adoption outcomes, while designing scalable playbooks and executive reporting. Hire, coach, and run a distributed team and partner with Sales, Product, and Engineering to close the customer feedback loop and drive expansion strategies.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and own the global strategy for customer success and customer support, including coverage model and cross-time-zone processes.
•Build, hire, and lead a high-performing global team of customer success managers and support specialists.
•Own key outcomes such as net revenue retention, gross retention, customer satisfaction, renewal rate, and support responsiveness/resolution times.
•Design scalable onboarding and adoption playbooks for customers across small law firms to enterprise legal departments.
•Build support operations (tooling, staffing model, SLAs, escalation paths) and partner with Sales, Product, and Engineering to close the customer feedback loop.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceMeal AllowanceWellness StipendParental LeaveEquity

Key Requirements

•10+ years of customer success and/or customer support experience, including director-level leadership experience in B2B SaaS.
•Proven experience building and scaling a global, distributed CS/Support organization across regions and time zones.
•Experience owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvements.
•Strong experience partnering with enterprise and SMB/mid-market customer segments.
•Fluency in CS/support tooling and analytics (e.g., HubSpot, Intercom/Zendesk, Vitally).

Experience:B2B SaaSLegal techCustomer successCustomer support

Skills:Strategic leadershipExecutive presenceData-driven decision-makingCustomer obsessionHands-on execution

Tech Stack:Microsoft WordHubSpotIntercomZendeskVitally

Company Brief

Spellbook

Provides an AI-powered contract drafting and review platform for legal professionals, automating contract clause generation, analysis, and risk spotting to accelerate document creation and improve consistency across transactional workflows.

Industry: LegalTech

Website

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Spellbook

1 day ago

VP, Customer Success & Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and own the global strategy for customer success and customer support, including coverage model and cross-time-zone processes.
•Build, hire, and lead a high-performing global team of customer success managers and support specialists.
•Own key outcomes such as net revenue retention, gross retention, customer satisfaction, renewal rate, and support responsiveness/resolution times.
•Design scalable onboarding and adoption playbooks for customers across small law firms to enterprise legal departments.
•Build support operations (tooling, staffing model, SLAs, escalation paths) and partner with Sales, Product, and Engineering to close the customer feedback loop.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceMeal AllowanceWellness StipendParental LeaveEquity

Key Requirements

•10+ years of customer success and/or customer support experience, including director-level leadership experience in B2B SaaS.
•Proven experience building and scaling a global, distributed CS/Support organization across regions and time zones.
•Experience owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvements.
•Strong experience partnering with enterprise and SMB/mid-market customer segments.
•Fluency in CS/support tooling and analytics (e.g., HubSpot, Intercom/Zendesk, Vitally).

Experience:B2B SaaSLegal techCustomer successCustomer support

Skills:Strategic leadershipExecutive presenceData-driven decision-makingCustomer obsessionHands-on execution

Tech Stack:Microsoft WordHubSpotIntercomZendeskVitally

Company Brief

Spellbook

Industry: LegalTech

Website