Harvey
Customer Success & Renewals Manager, Mid-Market
Harvey, San Francisco, California, United States, 94199
Overview
Customer Success & Renewals Manager, Mid-Market Role Overview
As a
Customer Success Manager
for our
Mid-Market (MM)
segment, you’ll guide customers through their Harvey journey, ensuring adoption and maximum value from our technology. You will act as a trusted advisor, deeply integrating Harvey into clients’ business processes and workflows, and design and deploy 1:many solutions to scale service for our broad mid-market customer base. What You’ll Do
Scaled Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. Training & Enablement: Evangelize the power of LLMs and enable end users to adopt Harvey as a must-have product. Client Relationship Management: Serve as the primary contact for a portfolio of ~90+ mid-market clients, delivering a prescriptive and consultative experience. Process Creation: Create scalable playbooks, self-help materials, email cadences, and automation to improve long-term mid-market efficiency. Post Sale Lifecycle Ownership & Renewals: Manage the client lifecycle, including upsells and contract renewals, focusing on long-term value realization. Renewals & Commercial Ownership: Own renewals forecasting, risk mitigation, pricing conversations, and contract execution. Success Metrics Management: Use adoption rates and benchmarks to drive strategies that ensure client ROI and satisfaction. Advocacy and Engagement: Grow user and stakeholder engagement, turning them into Harvey advocates. Customer Health Monitoring: Monitor analytics and feedback to maintain satisfaction and readiness for renewal/expansion. Feedback Loop: Relay client insights to internal teams for product and service improvements. What You Have
Experienced professionals from legal firms or SaaS with experience managing a high volume of client cases or customers. Excellent communication and strategic planning skills with the ability to influence stakeholders at various levels. Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk. Ability to prioritize across a wide portfolio with operational rigor. Comfort with ambiguity and a builder’s mindset—iterate on processes, pilot new engagement models, contribute to scalable 1:many initiatives. Results-driven with the ability to juggle competing tasks and demanding customers. Team player with empathy, commitment, structure, motivation, and collaboration. Experience with Salesforce and Catalyst is preferred but not required. What We Offer
Opportunity to be at the forefront of AI technology and its impact on clients’ businesses. Contribute to the growth and direction of our Customer Success program with best-in-class playbooks and processes. Collaborative work environment that promotes growth, learning, and development. CA applicant privacy notice available here. Compensation
$125,000 - $145,000 OTE EEO
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Reasonable accommodations available upon request via interview-help@harvey.ai. Additional Information
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Customer Success & Renewals Manager, Mid-Market Role Overview
As a
Customer Success Manager
for our
Mid-Market (MM)
segment, you’ll guide customers through their Harvey journey, ensuring adoption and maximum value from our technology. You will act as a trusted advisor, deeply integrating Harvey into clients’ business processes and workflows, and design and deploy 1:many solutions to scale service for our broad mid-market customer base. What You’ll Do
Scaled Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. Training & Enablement: Evangelize the power of LLMs and enable end users to adopt Harvey as a must-have product. Client Relationship Management: Serve as the primary contact for a portfolio of ~90+ mid-market clients, delivering a prescriptive and consultative experience. Process Creation: Create scalable playbooks, self-help materials, email cadences, and automation to improve long-term mid-market efficiency. Post Sale Lifecycle Ownership & Renewals: Manage the client lifecycle, including upsells and contract renewals, focusing on long-term value realization. Renewals & Commercial Ownership: Own renewals forecasting, risk mitigation, pricing conversations, and contract execution. Success Metrics Management: Use adoption rates and benchmarks to drive strategies that ensure client ROI and satisfaction. Advocacy and Engagement: Grow user and stakeholder engagement, turning them into Harvey advocates. Customer Health Monitoring: Monitor analytics and feedback to maintain satisfaction and readiness for renewal/expansion. Feedback Loop: Relay client insights to internal teams for product and service improvements. What You Have
Experienced professionals from legal firms or SaaS with experience managing a high volume of client cases or customers. Excellent communication and strategic planning skills with the ability to influence stakeholders at various levels. Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk. Ability to prioritize across a wide portfolio with operational rigor. Comfort with ambiguity and a builder’s mindset—iterate on processes, pilot new engagement models, contribute to scalable 1:many initiatives. Results-driven with the ability to juggle competing tasks and demanding customers. Team player with empathy, commitment, structure, motivation, and collaboration. Experience with Salesforce and Catalyst is preferred but not required. What We Offer
Opportunity to be at the forefront of AI technology and its impact on clients’ businesses. Contribute to the growth and direction of our Customer Success program with best-in-class playbooks and processes. Collaborative work environment that promotes growth, learning, and development. CA applicant privacy notice available here. Compensation
$125,000 - $145,000 OTE EEO
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Reasonable accommodations available upon request via interview-help@harvey.ai. Additional Information
We are unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr