Customer Success Manager

What You'll Do

• 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 We're Looking For

• 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

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

What Success Looks Like

• Consistent achievement of gross and net revenue retention targets for your book

• Proactive risk identification — renewals rarely surprise you

• Documented account plans and business reviews for every account

• A track record of expansion revenue sourced from your accounts