Customer Success Manager

Tavrn.ai • San Francisco, CA

15d

About The Position

The Customer Success Manager will own a named book of Growth-tier accounts, serving as the primary point of contact from onboarding through renewal. This role involves building and executing account plans to drive adoption of Tavrn's records retrieval and chronology tools, running regular check-ins and business reviews with firm leadership and case management staff, and monitoring account health to proactively address churn risk and lead save efforts on at-risk renewals. The position also entails identifying and executing expansion opportunities, partnering with Support and Tech Ops to resolve escalations, maintaining accurate pipeline and renewal forecasts in HubSpot, and contributing customer feedback to Product and Marketing teams through case studies, NPS follow-up, and referrals.

Requirements

• 2–4 years in a customer success or account management role, ideally in B2B SaaS
• Track record of owning renewal and expansion targets, not just satisfaction scores
• Comfortable running business reviews and having commercial conversations directly with customers
• Organized and self-directed — you can manage a full book without close oversight
• Experience with a CRM (HubSpot preferred) and comfort working from ARR/health data

Nice To Haves

• Legal, legal tech, or personal injury industry experience is a strong plus

Responsibilities

• Own a named book of Growth-tier accounts as the primary point of contact from onboarding through renewal
• Build and execute account plans that drive adoption of Tavrn's records retrieval and chronology tools
• Run regular check-ins and business reviews with firm leadership and case management staff
• Monitor account health, get ahead of churn risk, and lead save efforts on at-risk renewals
• Identify and execute expansion opportunities — new practice areas, additional seats, upsells
• Partner with Support and Tech Ops to resolve escalations affecting your accounts
• Maintain accurate pipeline, health scores, and renewal forecasts in HubSpot
• Contribute customer feedback to Product and Marketing (case studies, NPS follow-up, referrals)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed