Senior Customer Success Manager
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
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
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
Vacancy posted 3 days ago
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