Senior Customer Success Manager at Tavrn
Tavrn is hiring a Senior Customer Success Manager in San Francisco, CA, US. Remote. Pay: USD 120k-145k/yr.
About Tavrn
Tavrn provides AI-powered tools for attorneys, including medical record retrieval, medical chronologies, and demand letters. Its platform allows legal firms to manage retrieval requests, track request status, and receive organized medical records, and it transforms medical records into structured summaries and generates demand letters. The company focuses on plaintiff law practices such as personal injury, medical malpractice, workers' compensation, and Social Security disability.
Senior Customer Success Manager job description
What You'll Do
• Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts
• Lead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committees
• Build multi-threaded relationships across firm leadership, operations, and case management staff
• Develop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the team
• Mentor Customer Success Managers and Associates; act as an escalation point for complex account issues
• Partner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accounts
• Represent the voice of the customer in product roadmap discussions
What We're Looking For
• 4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accounts
• Demonstrated ownership of retention and expansion targets on a $1M+ ARR book
• Comfortable leading commercial negotiations and executive conversations
• Experience mentoring or informally leading other CS team members
• Strong command of CRM and account health data; able to build and defend a renewal forecast
• Legal tech, legal services, or personal injury industry experience strongly preferred
What Success Looks Like
• Best-in-team retention and expansion performance across a complex book
• Playbooks and best practices you've built are adopted team-wide
• CSMs and Associates you mentor show measurable improvement in their own book performance
• Trusted by leadership to run point on the highest-stakes renewal conversations in your book
