Customer Success Manager
Eve · Legal & compliance
Remote (US)
CSM$120k–$165k OTEStartup36 insiders to talk to
Still open · always hiring (they keep this posting up and hire in groups)
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Customer success
Opens the job on Tavrn's own careers site. Some companies ask you to create an account or click through another page first.
At a glance
What you'd actually do: Own a book of law-firm accounts from onboarding to renewal, track account health, prevent churn and drive expansion in a legal AI product.
Pay
Not listed
ATS lists $85K-$110K with no base/OTE label and the posting doesn't say, so pay is left null
Where you work
Hybrid: San Francisco
Selling to
plaintiff and personal injury law firms
How you'd sell
Mostly outbound (cold calls, emails)
Experience asked
2+ years
Tools you'll use
HubSpot
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at TavrnWe found 24 current reps: 11 SDRs, 11 AEs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what Tavrn sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- The role is mostly outbound. How much is calling vs. email vs. LinkedIn?
- The posting mentions HubSpot. How much of your day is in those tools?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the Tavrn cheat sheet and the role-play guide.
Talk to someone at Tavrn before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full job description
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
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