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Added 1 month ago
Senior Director, Customer Experience
407 ETR
Woodbridge, ON
Full-time
The Senior Director, Customer Experience is responsible for defining, advancing, and governing the customer experience strategy across 407 ETR’s customer journey. Reporting to the Vice…
Added 2 months ago
VP, Customer Success & Support
Spellbook
Remote, Canada
$196,000 to $245,000 CAD / year
Full-time · Remote
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.
Added 3 days ago
Customer Experience Lead
Pressbooks
Remote, Canada
Full-time · Remote
The Pressbooks Customer Success Lead works alongside network and institutional managers to help them achieve their goals with Pressbooks, and turns that on-the-ground experience into…
Added 1 month ago
VP, AI Customer Delivery
Vendasta
Corman Park No. 344, Saskatchewan · Saskatoon, Saskatchewan
Full-time
The mission of the VP, AI Customer Delivery is to turn Vendasta’s AI product capabilities into highly repeatable, scalable customer outcomes across our partner network and SMB end clients .…
Added 3 months ago
VP of Customer Success
Citylitics
Toronto, Ontario
Full-time
20+ years of commercial leadership experience, including 10+ years at the VP/SVP level, with a proven history of building and scaling Customer Success organizations.
Added 1 month ago
VP of Sales, Customer Success & Growth, North America
SysAid
Toronto, ON
Full-time
Extensive Experience: 10+ years of progressive GTM leadership experience with direct P&L ownership across sales, customer success, and/or expansion, ideally in B2B SaaS or enterprise…
Added 1 month ago
VP of Sales, Customer Success & Growth, North America
SysAid Technologies
Toronto, ON
Extensive Experience: 10+ years of progressive GTM leadership experience with direct P&L ownership across sales, customer success, and/or expansion, ideally in B2B SaaS or enterprise…
Added 4 months ago
Director, Strategy & Business Development
Bombardier
Dorval, Quebec
Full-time
Lead the Customer Experience Team to give a seamless bespoke experience to our aircraft customers; including customer surveys & customer experience at our facilities (i.e. Customer area…
Added 1 day ago
VP, LEGAL COUNSEL (8+ years’ Financial Services/Lending experience)
NagataCONNEX Executive Legal Search
Toronto, ON · Greater Toronto Area, Canada
Full-time
…improvement, retail and recreational vehicles as well as direct-to-customer personal loans. It allows businesses to provide financing options to customers during the purchase process.…
Added 5 days ago
Customer Success Specialist
BookJane
Canada
Full-time
· Identify recurring customer issues and opportunities to improve the customer experience.
Added 5 days ago
Sr Mgr, Process Improvement & Transformation
telMAX
Markham, ON
$90,000 to $130,000 CAD / year
Reporting to the VP, Product Management & Customer Experience, the Senior Manager, Process Improvement & Transformation will be responsible for turning opportunities into simpler, smarter,…
Added 5 months ago
Technical Support Team Lead, FME Flow
Safe Software
Remote, Canada
$80,100 to $95,600 CAD / year
Full-time · Remote
Safe Software is seeking a Technical Support Team Lead to join our growing Customer Experience team. In this role, you’ll lead a group of technical specialists who support customers using…
Added 1 day ago
Manager, Sales & Customer Office
Zurich Canada
Toronto, ON
Full-time
Six or more years of experience in customer experience, sales enablement, distribution operations, program coordination, business analysis or a related field.
Added 18 days ago
Sr. Director, Consumer Experience Strategy & Operations
SharkNinja
Montreal, QC
…de SharkNinja, en partenariat avec le/la VP, Global Consumer Experience. Il s’agit d’un rôle de leadership hautement influent, responsable de définir et de piloter la stratégie globale de…
Added 3 months ago
VP, E-Commerce
Roots
Toronto, Ontario
…internationally. This role oversees the full eCommerce P&L and drives customer acquisition, retention, performance marketing, digital merchandising, onsite experience, and customer service.…
Added 18 days ago
Sr. Director, Consumer Experience Strategy & Operations
SharkNinja
Montreal, QC
Full-time
…de SharkNinja, en partenariat avec le/la VP, Global Consumer Experience. Il s’agit d’un rôle de leadership hautement influent, responsable de définir et de piloter la stratégie globale de…
Added 4 days ago
Online Billing & Support Agent - Seasonal Contract
Indigo
Toronto, ON
$20 CAD / hour
Full-time
Manager once Removed (MOR): VP, Customer Experience & eCommerce
Added 4 days ago
Online Billing & Support Agent - Seasonal Contract
Indigo Books & Music
Toronto, ON
Up to $20 CAD / hour
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Manager once Removed (MOR): VP, Customer Experience & eCommerce
Added 1 month ago
Director of Product Strategy and Go-To-Market
BinSentry
Kitchener, ON
Full-time
Own the ROI Framework and partner with Sales and Customer Success teams to apply it to customers’ experience
Added 2 months ago
Director, Growth Marketing
NQX
Laval, QC
Full-time
At NQX, we believe customer experience is the heartbeat of every brand. Every day, our thousands of team members help organizations create meaningful connections with their customers…
Added 2 months ago
Chief Product Officer
Trolley
Montreal, QC
Full-time
…in AI to accelerate product innovation, create exceptional customer experiences, and strengthen our leadership position in global payments infrastructure. We are seeking a Chief Product…
Added 2 months ago
Chief Product Officer
Trolley
Toronto, ON
…in AI to accelerate product innovation, create exceptional customer experiences, and strengthen our leadership position in global payments infrastructure. We are seeking a Chief Product…
Added 2 months ago
Chief Product Officer
Trolley
Montreal, QC
…in AI to accelerate product innovation, create exceptional customer experiences, and strengthen our leadership position in global payments infrastructure. We are seeking a Chief Product…
Added 17 days ago
Director, Customer Success
Prophix
Toronto, ON · Etobicoke, Ontario
· Serve as a senior-level partner to customers post-implementation, ensuring positive experiences and holding the team accountable to retention, satisfaction, and engagement targets.
Added 17 days ago
Director, Customer Success
Prophix
Toronto, ON · Etobicoke, ON
$160,000 to $180,000 CAD / year
Full-time
Serve as a senior-level partner to customers post-implementation, ensuring positive experiences and holding the team accountable to retention, satisfaction, and engagement targets

Spellbook

VP, Customer Success & Support

Remote, Canada

Pay: $196,000 to $245,000 CAD / year
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Jul 21, 2026

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Original 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.

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More about this job

Responsibilities

Build and lead the global customer success and support function to ensure extraordinary value for a diverse range of legal customers. Define the strategy for retention, onboarding, and support while acting as the executive voice of the customer to influence product and company priorities.

Requirements

Requires 10+ years of experience in B2B SaaS customer success or support with significant leadership experience at the director level or above. Must have a proven track record of scaling global organizations and owning key retention and expansion metrics.

Skills

Customer Success Strategy
Customer Support Leadership
Net Revenue Retention
Gross Retention
Customer Satisfaction
Onboarding Playbooks
Upsell And Cross-sell Strategies
SLA Management
Data-driven Decision Making
Executive Presence
B2B SaaS Management
Global Team Leadership
Product Adoption
Strategic Account Management
Customer Feedback Loop
Scaling Organizations

Benefits

Group Benefits
Mental Health Support
Holiday Closure
Generous Time Off
Monthly Paid Meals
Annual Wellness Allowance
Parental Leave Top-ups
Stock Option Grants

Remote locations

Canada

Remote locations (standardized)

Canada

Visa sponsorship

Not detected in the job text

Keywords

Legal Tech
Vertical SaaS
HubSpot
Intercom
Zendesk
Vitally
NRR
Churn
CSAT
NPS
QBR
SLA
Microsoft Word
AI Copilot
Enterprise Legal
SMB
Mid-market
Customer Success Management
Customer Support Operations
Series B
Transactional Law

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