Manager, Mid-Market Customer Success

Spellbook
Canada
Workplace: RemoteFull timeCAD 125,000 - 145,000 annuallyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Coaching","People leadership","Communication","Accountability","Data-driven"]

Lead and scale a mid-market Customer Success team responsible for the full customer lifecycle—from onboarding and adoption to renewals. You’ll coach ~8 CSMs through weekly 1:1s and bi-weekly call coaching, oversee renewals and accurate forecasting, and help manage renewal risk. Build scalable playbooks, workflows, and reporting with the Director of Customer Success, while partnering cross-functionally to ensure a seamless customer experience.

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FursaFursa
Spellbook
Spellbook
2 days ago

Manager, Mid-Market Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 minutes agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead and scale a mid-market Customer Success team responsible for the full customer lifecycle—from onboarding and adoption to renewals. You’ll coach ~8 CSMs through weekly 1:1s and bi-weekly call coaching, oversee renewals and accurate forecasting, and help manage renewal risk. Build scalable playbooks, workflows, and reporting with the Director of Customer Success, while partnering cross-functionally to ensure a seamless customer experience.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and support a growing team of mid-market CSMs across onboarding, adoption, and renewals.
  • •Run weekly 1:1s and bi-weekly call coaching focused on performance, account strategy, skill development, and renewal readiness.
  • •Oversee renewals end-to-end, including proactive renewal motions and accurate forecasting.
  • •Identify risk early, help manage difficult renewals, and escalate renewal risks with context and recommendations.
  • •Partner with the Director of Customer Success to design and refine onboarding frameworks, adoption/account health playbooks, renewal/forecasting workflows, and escalation paths.

Pay and Benefits

Salary: CAD 125,000 - 145,000 annually
Equity and Bonus:Equity
Perks:EquityHealth InsuranceMeal AllowanceWellness StipendParental Leave

Key Requirements

  • •2+ years managing Customer Success teams in a high-growth SaaS environment.
  • •Experience scaling teams (from 5 to 10+ CSMs).
  • •Proven success driving renewals, retention, and adoption outcomes.
  • •Experience hiring, onboarding, and ramping CSMs quickly.
  • •Strong ability to coach discovery and renewal conversations with proactive adoption and customer health management.
Experience:2+ yearsSaaSCustomer success
Skills:CoachingPeople leadershipCommunicationAccountabilityData-driven
Tech Stack:Microsoft Word

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
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