Senior Customer Success Manager
TLDR
Own a high-complexity growth/enterprise book, lead exec reviews and renewal negotiations, and codify scalable customer success playbooks used across the team.
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
Tavrn is reshaping the plaintiff law sector by automating key processes like medical chronologies, demand letters, and medical record retrieval through advanced legal AI technology. Targeting personal injury, medical malpractice, and workers' compensation practices, Tavrn aims to be the premier AI-driven solution provider while also eyeing expansion into related sectors such as eDiscovery and healthcare.