Customer Success Manager

Tavrn; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Tavrn seeks a proactive Customer Success Manager in San Francisco to own a book of Growth-tier accounts from onboarding through renewal. You will build targeted account plans, drive adoption of Tavrn's records retrieval and chronology tools, and conduct regular business reviews with leadership and case management staff.

Success means consistently achieving gross and net revenue retention, proactive risk identification, and a track record of expansion revenue sourced from your accounts.

Qualifications

• 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.

Responsibilities

• Own a named book of Growth-tier accounts as the primary 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, identify 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).

Skills

Customer Success

Account Management

B2B SaaS

Renewals

Upsell

Tools

HubSpot

Job description

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