Global VP of Customer Success & Support

Spellbook; United States; Remote; USD 180,000 - 250,000; Full time

Benefits offered by this job

Stock options

Health benefits

Wellness allowance

Parental leave top-ups

Job summary

Spellbook, the leading AI copilot for transactional lawyers, seeks a VP of Customer Success & Support to design and lead a global post-sale organization. You will own strategy, structure, and systems for CS, onboarding, and support, and coach leaders who execute it.

You’ll be the executive voice of the customer, shaping product priorities through insights from customers worldwide. You will build a high-performing, distributed team, develop scalable onboarding playbooks, and drive metrics like

Qualifications

• 10+ years in customer success or support with director level or above in B2B SaaS.
• Experience building global, distributed CS/Support orgs across regions/time zones.
• Proven ability to own retention and expansion metrics and drive improvement.
• Experience partnering with enterprise and SMB/mid-market segments (law firms, in-house teams, solo practitioners).
• Strong executive presence and strategic partnership with leadership and board.

Responsibilities

• Define and own the global CS and support strategy, structure, and processes.
• Lead a global team of CS managers, support specialists, and functional leaders.
• Own key outcomes: net revenue retention, renewal rate, CSAT/NPS, responsiveness.
• Design scalable onboarding/adoption playbooks for a range of customers.
• Partner with Account Management to identify expansion opportunities.
• Build a world-class support operation with tooling, SLAs, and escalation paths.
• Collaborate with Sales, Product, and Engineering to close the feedback loop.
• Establish dashboards, QBRs, and exec updates to run CS/Support as a data-driven function.
• Represent the voice of the customer at leadership level and sponsor strategic accounts.
• Instill a customer-obsessed culture across the team and company.

Skills

Leadership

Global operations

Customer success

CS/Support tooling

Data-driven decisions

Executive communication

Tools

HubSpot

Intercom/Zendesk

Vitally

Job description

Spellbook, the leading AI copilot for transactional lawyers, seeks a VP of Customer Success & Support to design and lead a global post-sale organization. You will own strategy, structure, and systems for CS, onboarding, and support, and coach leaders who execute it.

You’ll be the executive voice of the customer, shaping product priorities through insights from customers worldwide. You will build a high-performing, distributed team, develop scalable onboarding playbooks, and drive metrics like