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Spellbook

Manager, Mid-Market Customer Success

Spellbook

. Lead, coach, and support a growing team of Mid-Market Customer Success Managers across onboarding, adoption, and renewals .

Posted 9/15/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$130,000 - CA$152,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing and scaling Customer Success teams within a high-growth SaaS environment, focusing on renewals, retention, and adoption outcomes. Possesses strong coaching, communication, and organizational skills to foster team development and ensure customer health management.

Highest-signal resume keywords
Customer Success ManagementTeam LeadershipRenewals ManagementOnboarding FrameworksCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SaaS ExperienceRenewal ForecastingData-Driven Decision MakingCustomer Health ManagementAdoption Strategies
Soft Skills
Coaching SkillsClear CommunicationCollaborationOrganizational SkillsLow-Ego Leadership
Industry Keywords
Customer SuccessHigh-Growth EnvironmentAccount StrategyStakeholder ManagementPerformance Management

About the role

Key responsibilities & impact
  • Lead, coach, and support a growing team of Mid-Market Customer Success Managers across onboarding, adoption, and renewals
  • Manage approximately 8 CSMs initially and hire and scale the team quickly
  • Hold weekly 1:1s focused on performance, account strategy, skill development, and career growth
  • Run bi-weekly call coaching sessions focused on discovery, stakeholder management, value-based conversations, and renewal readiness
  • Join customer calls to support escalations and model strong customer conversations
  • Foster a human-first, low-ego culture built on trust, accountability, and continuous improvement
  • Drive portfolio outcomes across the team’s book
  • Oversee renewals end-to-end and ensure 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 Director of Customer Success with context and recommendations
  • Partner with the Director of Customer Success to design, implement, and refine onboarding frameworks, 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
  • Lead hiring efforts, including interviewing and selection
  • Build and improve onboarding and ramp plans
  • Provide hands-on support to new hires during ramp-up
  • Monitor account health and adoption signals across the portfolio
  • Collaborate with Account Management, Sales, Product, and Support to deliver a seamless customer experience

Requirements

What you’ll need
  • 2+ years of experience managing Customer Success teams in a high-growth SaaS environment
  • Experience managing and 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 coaching and people leadership skills
  • Organized, data-driven, and comfortable with forecasting and prioritization
  • Low-ego, collaborative, and willing to roll up your sleeves
  • Clear communication skills and ability to thrive in a fast-paced, remote-first environment
  • Must be legally able to work and reside in Canada at the time of application
  • Spellbook does not provide relocation or visa sponsorship support

Benefits

Comp & perks
  • Company-paid group benefits for you and your family
  • $1,000 towards mental health support
  • Generous time off policies throughout the year
  • Holiday closure
  • Monthly paid meals
  • Annual wellness allowance
  • Parental leave top-ups
  • Competitive stock option grants
  • Flexible work environment with autonomy and accountability