Tavrn

Customer Success Manager

• 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

Senior Customer Success Manager

• 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)