Vice President of Customer Success & Support

About Spellbook

Spellbook is a leading AI copilot designed for transactional lawyers, integrated directly within Microsoft Word to accelerate the drafting, review, and negotiation of contracts by up to ten times while enhancing accuracy. Trusted by over 4,000 legal professionals—including law firms, in-house teams, and solo practitioners—Spellbook simplifies contract workflows and reduces mundane tasks. The company has secured over $80 million in funding, including a recent $50 million Series B round led by Khosla Ventures.

Role Overview

We are looking for a Vice President of Customer Success & Support to establish and lead a global, post-sales team that guarantees exceptional value and service to customers ranging from solo legal practitioners to large enterprises. As a foundational executive, you will be responsible for setting the strategy, organizing the structure, and implementing systems that cover customer success, onboarding, and support worldwide. Additionally, you will recruit and mentor team leaders and members to execute this vision effectively.

In this capacity, you will report directly to the COO, representing the customer's perspective at the executive level and influencing product, marketing, and overall company strategies based on customer insights.

Primary Responsibilities

• Develop and own the global customer success and support strategy, including organizational design, coverage models, and customer assistance processes spanning multiple time zones and regions.
• Recruit, build, and manage a high-performing global team of customer success managers, support specialists, and leadership roles.
• Drive critical business metrics such as net revenue retention, gross retention, customer satisfaction, renewal rates, support responsiveness and resolution times, and product adoption.
• Create scalable onboarding and adoption frameworks tailored to a diverse customer base, from small law firms to large legal departments.
• Collaborate with the Account Management team to identify and pursue upsell and cross-sell opportunities, enhancing net revenue retention.
• Establish a world-class customer support function, including choosing tooling, defining staffing and service-level agreements, and creating escalation procedures to deliver prompt and high-quality global support.
• Work closely with Sales, Product, and Engineering teams to gather customer feedback, influence product roadmaps, and deliver a seamless customer journey.
• Implement data-driven systems for metrics, reporting, dashboards, quarterly business reviews, and executive updates to manage the organization predictably and efficiently.
• Advocate for customers at the leadership level, acting as an executive sponsor for major strategic accounts.
• Foster a customer-centric culture throughout the organization.

Required Qualifications

• Over 10 years of experience in customer success or support, including leadership roles at the director level or higher within B2B SaaS companies.
• Demonstrated success in building and scaling global, distributed customer success and support teams across various regions and time zones.
• Proven track record managing retention and expansion metrics such as net revenue retention, churn rates, and customer satisfaction scores, with measurable improvements.
• Experience working with diverse customer segments including enterprise and SMB/mid-market customers, preferably serving legal professionals or similar sectors.
• Strong executive presence with the ability to collaborate strategically with senior leadership and board members.
• Comfortable operating independently within a dynamic, fast-paced startup environment while maintaining a hands-on approach to build scalable teams.
• Data-oriented decision-making skills with proficiency in customer success and support technologies such as HubSpot, Intercom, Zendesk, Vitally, or comparable platforms.

Preferred Additional Experience

• Background in legal technology, vertical SaaS, or industries closely related to professional services or regulated sectors.
• Experience supporting software products used by legal or other professional service practitioners.
• History of growing an early-stage customer success function into a larger multi-team organization.

Why Work at Spellbook?

• Enjoy autonomy and accountability within a flexible work setup that focuses on outcomes and empowers your approach.
• Benefit from company-paid group health benefits for you and your family, including $1,000 annual mental health support funds.
• Take advantage of paid holidays with company closure periods and generous leave policies.
• Receive monthly paid meals, an annual wellness allowance, and parental leave top-ups to support family growth.
• Obtain competitive stock options as an early key team member, securing your share in the company's success.

Inclusive Hiring Commitment

Spellbook is dedicated to providing an inclusive and supportive hiring process. We offer accommodations throughout recruitment upon request and do not discriminate against candidates based on any protected characteristics. We strive to nurture a workplace free from discrimination, harassment, and retaliation, ensuring equal opportunity for all applicants.

Use of Artificial Intelligence in Recruitment

To enhance efficiency, Spellbook responsibly incorporates AI for administrative recruitment tasks such as job description drafting, interview question generation, note-taking, and scheduling management. However, all hiring decisions and candidate evaluations are conducted solely by the Spellbook team, ensuring AI aids but does not replace human judgment. Our AI usage is guided by principles of fairness, transparency, and accountability, with ongoing reviews to minimize bias and comply with legal and best practice standards.

Compensation Philosophy

Compensation is based on industry benchmarks reflecting total compensation, including base salary and commissions where relevant, and can vary by experience, skills, scope, and role level. Beyond salary and commissions, employees may receive equity, wellness benefits, and other perks, all detailed during the hiring process.