Customer Success Manager

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