Senior Customer Success Manager
- Location
- San Francisco, CA (Remote) · On-site
- Job type
- Full-time
- Level
- Senior
- Experience
- 4+ years
- Listed
- 23 days ago
Skills & highlights for this role
- B2B SaaS account management
- renewal negotiation
- retention and expansion
- CRM account health analysis
Also useful
- legal tech
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
From Tavrn.ai's careers page, first listed on Rolev.ai on October 17, 2026. Rolev.ai is not the employer.
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Common questions
Where is the Senior Customer Success Manager job at Tavrn.ai located?
Yes, this Senior Customer Success Manager opening at Tavrn.ai is listed as San Francisco, CA (Remote) (On-site). Always check Tavrn.ai's application page for specific state eligibility or relocation policies.
What qualifications are required for Senior Customer Success Manager at Tavrn.ai?
For the Senior Customer Success Manager role, Tavrn.ai highlights 4+ years of relevant experience; experience with B2B SaaS account management, renewal negotiation, retention and expansion, CRM account health analysis. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Senior Customer Success Manager position at Tavrn.ai?
This listing links directly to Tavrn.ai's Ashby application page. You can apply directly on Tavrn.ai's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Ashby application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.