VP, 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 is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.

We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures. The company recently raised $50 million in Series B funding, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million.

_ *This is an existing vacancy _

ABOUT THE ROLE

As Spellbook’s VP of Customer Success & Support, you’ll build and lead the function that ensures every customer, from solo practitioners to enterprise legal teams, gets extraordinary value from Spellbook. This is a foundational leadership hire: you’ll design the strategy, structure, and systems for a global post-sale organization spanning customer success, onboarding, and support, while also rolling up your sleeves to hire and coach the leaders and teams who will execute it.

You’ll report directly to the COO and act as the executive voice of the customer inside Spellbook, shaping product, go-to-market, and company priorities based on what you learn from customers around the world.

RESPONSIBILITIES

• Define and own the global strategy for customer success and customer support, including team structure, coverage model, and processes for supporting customers across time zones and regions.




• Build, hire, and lead a high-performing global team of customer success managers, support specialists, and functional leaders.




• Own key outcomes including net revenue retention, gross retention, customer satisfaction, renewal rate, support responsiveness/resolution times, and product adoption.




• Design scalable onboarding and adoption playbooks that work for customers ranging from small law firms to large enterprise legal departments.




• Partner closely with the Account Management team to identify expansion opportunities within the existing customer base, driving upsell and cross-sell strategies that increase net revenue retention




• Build a world-class support operation, including tooling, staffing model, SLAs, and escalation paths, that delivers fast, high-quality help to customers globally.




• Partner closely with Sales, Product, and Engineering to close the loop on customer feedback, influence the roadmap, and ensure a seamless end-to-end customer experience.




• Establish the metrics, systems, and reporting cadence (dashboards, QBRs, executive updates) needed to run CS and Support as a data-driven, predictable function.




• Represent the voice of the customer at the leadership level and act as an executive sponsor for Spellbook’s most strategic accounts.




• Instill a customer-obsessed culture across the team and the broader company.

QUALIFICATIONS

• 10+ years of experience in customer success and/or customer support, including significant leadership experience at the director level or above in a B2B SaaS company.




• Proven experience building and scaling a global, distributed CS/Support organization across multiple regions and time zones.




• Track record of owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvement.




• Experience partnering with enterprise as well as SMB/mid-market customer segments, ideally with a varied portfolio similar to Spellbook’s mix of law firms, in-house teams, and solo practitioners.




• Strong executive presence and the ability to operate as a strategic partner to the leadership team and board.




• Comfortable operating with high autonomy in a fast-moving startup environment, and willing to be hands-on while also building for scale.




• Data-driven approach to decision-making, with fluency in CS/support tooling and analytics such as HubSpot, Intercom/Zendesk, Vitally, or similar CS/support platforms.

NICE TO HAVES

• Experience in legal tech, vertical SaaS, or another regulated/professional-services-adjacent industry.




• Experience supporting a product used by legal or other professional service practitioners.




• Experience building an early-stage function into a larger, multi-team organization.

WHY JOIN SPELLBOOK?

• Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done




• Access our company-paid group benefits for you and your family, with $1,000 towards mental health support




• Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year




• Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows




• Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee

Inclusive Hiring at 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.

Use of Artificial Intelligence in Recruitment

Spellbook uses artificial intelligence (AI) responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking and recordings, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Spellbook team. While AI tools may assist with screening and assessment, they do not replace human judgment in selection decisions. Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience. We are committed to upholding principles of fairness, transparency, and accountability in all hiring activities. Spellbook regularly reviews its recruitment practices to mitigate bias and to ensure alignment with applicable laws and evolving best practices.

Our Compensation Philosophy

Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.