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Tavrn.ai

Senior Customer Success Manager

San Francisco

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hirly's read of this role

Role family
Customer support
Seniority
Lead / management
Stated salary
$120,000 – $145,000 per year
Country
US
Work mode
On-site / unstated
First seen by hirly
28 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

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

Original posting on Tavrn.ai's site ↗

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