• Drive CRM strategy - Identify and translate business goals into an effective CRM marketing strategy and operational vision for all campaigns within your area of responsibility, mapping out the appropriate customer journey and build segmentation strategies from onboarding through churn mitigation and winback. • Let data tell the story - drive campaign optimizations with a data-driven roadmap and clear metrics, sharing out detailed performance, test results, and best practices. • Drive operational excellence - develop and document best practices and workflows for our CRM operations. You'll be responsible for ensuring we are compliant with all relevant data privacy regulations and that our processes are scalable and efficient. • Maintain alignment and prioritization - You thrive on efficiency and will effectively manage multiple priorities, implement complex and streamlined processes, and evaluate incoming requests for resourcing and effectiveness. You will work closely with fellow CRM marketing managers to provide prioritization guidance while managing multiple priorities. You will partner cross-functionally with Analytics, Product, Engineering, Program Management, and Creative teams to identify and act upon opportunities to create broad reaching impact.

• 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)