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VP, Customer Success & Support

SpellbookRemote - CanadaCustomer Success
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Salary
$196K - $245K CAD
Job type
Full-time
Work mode
Remote
Posted
21 Jul 2026
Status
Open · checked 7d ago

About this role

Spellbook is currently hiring a remote VP, Customer Success & Support based in Canada to design and scale the global post-sale organization. This foundational leadership role suits an experienced customer success executive ready to shape strategy, drive retention, and champion the customer voice across a rapidly growing AI legal tech company.

Role Overview

As the Vice President of Customer Success and Support, this leader will build and direct the global function ensuring that solo practitioners, law firms, and enterprise legal teams derive extraordinary value from Spellbook. Reporting directly to the Chief Operating Officer, the incoming executive will establish the strategy, structure, and systems for customer success, onboarding, and support. This is a hands-on leadership role that requires balancing high-level strategic planning with direct team building, coaching, and serving as an executive sponsor for key accounts.

Key Responsibilities

Design and execute the global customer success and support strategy, managing coverage models and processes across diverse regions and time zones.
Build and lead a high-performing global team consisting of customer success managers, functional leaders, and support specialists.
Oversee crucial outcomes including net revenue retention, gross retention, renewal rates, customer satisfaction, support resolution times, and product adoption.
Develop scalable onboarding and adoption playbooks tailored to customers ranging from small practices to massive enterprise legal departments.
Partner with the account management team to pinpoint expansion opportunities, driving upsell and cross-sell strategies to boost net revenue retention.
Construct a premier support operation with defined service level agreements, appropriate staffing models, effective tooling, and structured escalation paths.
Collaborate closely with the sales, engineering, and product departments to translate customer feedback into roadmap improvements.
Establish transparent metrics, reporting cadences, dashboards, and quarterly business reviews to run the department as a data-driven function.

Requirements

Ten or more years of professional background in customer support or customer success, featuring substantial leadership experience at the director level or higher within a B2B SaaS business.
Demonstrated success in building and scaling a distributed, global customer success and support organization across multiple time zones.
A proven history of managing retention and expansion metrics such as churn, net revenue retention, and customer satisfaction.
Background working with both enterprise and SMB or mid-market customer segments.
Strong executive presence capable of acting as a strategic partner to the board and leadership team.
High autonomy, comfort operating within a fast-paced startup environment, and a willingness to be hands-on.
Fluency in analytics and tooling platforms related to customer success and support, such as HubSpot, Zendesk, Intercom, or Vitally.

Nice to Have

Background in legal tech, vertical software-as-a-service, or other professional services-adjacent and regulated industries.
Experience supporting digital tools utilized by legal practitioners or professional service providers.
Track record of scaling an early-stage function into a larger multi-team department.

Skills and Tools

Global customer success strategy and execution
Team building, recruitment, and organizational scaling
Net revenue retention and churn management
Enterprise onboarding and adoption playbooks
Data-driven decision making and analytics reporting
Support operations, SLAs, and escalation management
Familiarity with platforms like HubSpot, Intercom, Zendesk, and Vitally

Salary and Benefits

Annual salary range between CAD $196,000 and CAD $245,000, determined by scope, skills, and experience level.
Flexible remote work environment emphasizing autonomy and accountability for outcomes.
Company-paid group benefits covering employees and their families, including $1,000 toward mental health support.
Generous time-off policies alongside a scheduled company holiday closure.
Monthly paid meals, parental leave top-ups, and an annual wellness allowance.
Competitive stock option grants as an early employee.

About the Company

Spellbook provides an advanced AI copilot for transactional lawyers, operating inside Microsoft Word to assist legal teams in reviewing, drafting, and negotiating contracts rapidly and precisely. Over 4,000 solo practitioners, law firms, and in-house teams utilize the platform to streamline everyday workflows. Backed by investors like Khosla Ventures, Thomson Reuters Ventures, and Inovia Capital, the company recently secured a $50 million Series B funding round, bringing total financing to over $80 million.

How to Apply

Interested candidates should review the full job details and submit an application directly on the official Spellbook careers page.

Questions candidates ask

What is the salary range for the VP, Customer Success & Support role?

The annual salary range for this position is CAD $196,000 to CAD $245,000, with final compensation depending on experience, skills, and scope.

Is this job remote?

Yes, this is a remote position based in Canada.

What level of experience is required?

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

What benefits are included with the position?

Benefits include company-paid group benefits for employees and families with $1,000 toward mental health support, generous time-off policies, holiday closures, monthly paid meals, parental leave top-ups, an annual wellness allowance, and competitive stock option grants.

Who does this role report to?

The VP of Customer Success & Support reports directly to the Chief Operating Officer.

Ready to apply?

The application is on the official Spellbook careers page.

Apply on company site