• Serve as the main point of contact for a portfolio of mid-market and enterprise accounts, maintaining 95%+ GRR. • Build strong relationships with key stakeholders to drive satisfaction and loyalty. • Lead onboarding and training for new customers, ensuring effective adoption of Spellbook’s platform. • Conduct regular business reviews (QBRs), sharing insights and identifying growth opportunities. • Address objections and clearly articulate the ROI of Spellbook’s solutions. • Design and send targeted emails to engage legal professionals resistant to traditional meetings. • Deliver tailored presentations and product demonstrations to meet client needs. • Analyze usage data to identify patterns, drive engagement, and demonstrate ROI. • Manage renewals to maintain high retention and coordinate with the expansion team on upsell opportunities. • Troubleshoot technical issues, collaborating with support and product teams to resolve them. • Act as the customer’s advocate, providing feedback to internal teams to improve our product. • Perform other duties as assigned to support the organization’s needs, consistent with the scope and level of this role.

• Assist in creating, building, and optimizing key lifecycle marketing strategies across owned channels, including email, push, SMS, and long-form content. • Help evolve our CRM strategy, including weekly campaigns, automated flows, segmentation, deliverability, and reporting. • Develop scalable segmentation and personalization frameworks informed by customer behavior and lifecycle stage. • Run hypothesis-driven A/B tests across messaging, creative, cadence, and timing. • Maintain lifecycle channel health, including deliverability, list hygiene, compliance, and frequency management. • Work with the Lifecycle and Data teams to help track and report on lifecycle KPIs, including revenue contribution, engagement, churn, and retention. • Translate performance insights into clear recommendations and optimizations that improve conversion, retention, and customer experience. • Partner with Brand, Growth, Product, and CX to improve the customer journey and ensure lifecycle messaging is accurate, timely, and customer-first. • Create clear processes and documentation to support the company’s rapid growth.

• Technical implementation of a new Customer Engagement Platform (Braze) in collaboration with the tech and data teams • Migration of templates, automations, and segments from legacy systems into the new platform • Development and implementation of web and app use cases (e.g., personalized content) • Design of web tracking concepts, processing of behavioral and browsing data, and implementation of these into segmentation and personalization • Data analysis and derivation of concrete actions to improve CRM channel performance • Strategic development of the data foundation (e.g., integration of CLV, onboarding new data sources) • Introduction of new communication channels (e.g., WhatsApp, RCS) • Design and implementation of omnichannel customer journeys—independently or within the CRM team • Close collaboration with the data team (use cases, data models, tracking) • Interface between marketing and tech • Development and integration of AI solutions (e.g., custom GPT in CRM, integrating AI features into CRM tools)

• Review and correct document entries (e.g., receipts) in our system • Ensure high data quality and consistency • Support the handling of customer inquiries in the back office • Collaborate with the Customer Success team on operational matters • Identify and document recurring errors or anomalies • Assist in optimizing internal processes related to document processing