Customer Success Manager

Tavrn is a company focusing on records retrieval and chronology tools, and they are seeking a Customer Success Manager. The role involves managing a portfolio of accounts, driving adoption of their tools, and ensuring customer satisfaction while identifying expansion opportunities.

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)

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 and comfort working from ARR/health data
• Experience with a CRM (HubSpot preferred)
• Legal, legal tech, or personal injury industry experience is a strong plus