Customer Success Manager
Customer Success Manager at Tavrn — San Francisco, CA, US
- Company: Tavrn
- Location: San Francisco, CA, US
- Employment type: Full-time
- Salary: $85,000–$110,000 a year
- Posted: 2026-07-30
About this role
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
Apply with Beaverhand, the recruiting company that advocates for you and can negotiate your offer