Scaled Customer Success Manager

About the Role

We’re looking for a highly organized and proactive Scaled Customer Success Manager (CSM) to drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. This role is ideal for someone who thrives on scale, is creative with outreach, and can deliver value without relying on regular meetings. You’ll balance automation, data insights, and human touch to deliver exceptional outcomes.

You’ll own the customer journey within your portfolio of accounts across onboarding, adoption, risk mitigation, and renewals, working to maximize usage and ensure customers derive ongoing value from Spellbook.

Responsibilities

• Own a large portfolio of accounts (150+), ensuring strong retention and product adoption at scale.
• Offer 1:1 training calls to help new and existing customers hit the ground running.
• Do phone call or Zoom check-ins on accounts in your portfolio.