Enterprise CS Manager — Lead Scale & Renewals (Remote)

Spellbook; Canada; Remote; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Company-paid group benefits

Mental health support $1,000 toward it

Holiday closure and generous time off

Monthly paid meals

Wellness allowance

Parental leave top-ups

Stock option grants

Job summary

Spellbook is hiring a Manager, Customer Success (Enterprise) to lead and scale a growing team of Enterprise CSMs, driving onboarding, adoption, and renewals. You will partner with the VP of Customer Success & Support to build playbooks, processes, and reporting to enable success at scale.

You will manage ~8 CSMs initially, expanding as needed, with a hands-on coaching approach in a remote-first, fast-paced startup environment.

Qualifications

• 3+ years of experience managing Enterprise 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 understanding of proactive adoption strategies and customer health management.
• Strong sales acumen or prior sales experience, with the ability to coach discovery and renewal conversations.
• Exceptional coach and people leader who invests in the growth of their team.
• Organized, data-driven, and comfortable with forecasting and prioritization.
• Low-ego, collaborative, and willing to roll up your sleeves to help the team succeed.
• Clear communicator who thrives in a fast-paced, remote-first environment.

Responsibilities

• Lead, coach, and support a growing team of Enterprise CSMs across onboarding, adoption, and renewals
• Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth
• Run bi-weekly call coaching sessions, emphasizing discovery, stakeholder management, value-based conversations, and renewal readiness
• Join customer calls when needed to support escalations and model strong customer conversations
• Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement
• Drive strong portfolio outcomes across your team’s book
• Oversee renewals end-to-end, ensuring proactive renewal motions and accurate forecasting
• Help CSMs identify risk early, manage difficult renewals, and navigate complex customer situations
• Escalate renewal risks and systemic challenges to the VP of Customer Success & Support with clear context and recommendations
• Partner closely with the VP of Customer Success & Support to design, implement, and refine onboarding frameworks and ramp milestones; adoption and account health playbooks; renewal and forecasting workflows; escalation paths and internal operating cadence
• Ensure CSMs have the tools, clarity, and resources needed to deliver consistently as the team scales
• Lead significant hiring efforts as the team grows, including interviewing and selection
• Build and continuously improve onboarding and ramp plans so new CSMs reach productivity quickly
• Provide hands-on support to new hires during the ramp-up to set a strong foundation
• Monitor account health and adoption signals across the team’s portfolio
• Operate with a high bar for clear, consistent communication in a distributed environment
• Collaborate closely with Account Management, Sales, Product, and Support to deliver a seamless customer experience

Job description

Spellbook is hiring a Manager, Customer Success (Enterprise) to lead and scale a growing team of Enterprise CSMs, driving onboarding, adoption, and renewals. You will partner with the VP of Customer Success & Support to build playbooks, processes, and reporting to enable success at scale.

You will manage ~8 CSMs initially, expanding as needed, with a hands-on coaching approach in a remote-first, fast-paced startup environment.