Harvey
Join to apply for the
Mid Market Customer Success Manager
role at
Harvey Overview of the role and candidate expectations are provided below. Overview
As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, helping to define the future of work at both law firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You will act as a trusted advisor, deeply integrating Harvey into client processes and workflows, and have opportunities to design and deploy scalable 1:many solutions for our mid-market customer base at scale. What You’ll Do
Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. Training & Enablement: Demonstrate the value of LLMs and enable end users to adopt Harvey as a daily-use product. Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach, delivering a superior customer experience. Process Creation: Drive scalability by documenting processes, creating playbooks, self-help materials, email cadences, and automation to support long-term mid-market strategy. Success Metrics Management: Use adoption rates, benchmarks, and other key metrics to drive strategies that maximize client satisfaction and ROI. Advocacy and Engagement: Encourage user and stakeholder engagement, turning them into Harvey advocates within their organizations. Customer Health Monitoring: Monitor analytics and feedback to maintain satisfaction and readiness for renewal and expansion opportunities. Feedback Loop: Relay client insights to internal teams to inform product and service improvements. What You Have
Experienced professionals from legal firms or SaaS organizations with direct 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. Results-driven candidates who can prioritize competing tasks and demanding customers. Team players who are empathetic, committed, structured, motivated, and collaborative with a team-first mentality. Experience with Salesforce and Catalyst is preferred but not required. What We Offer
Be at the forefront of AI technology and innovation, directly impacting how clients operate and thrive. Opportunity to contribute to the growth and direction of our Customer Success program with best-in-class playbooks and processes. A collaborative work environment that promotes growth, learning, and development. Compensation
$125,000 - $145,000 OTE Equal Opportunity
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. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing interview-help@harvey.ai.
#J-18808-Ljbffr
Mid Market Customer Success Manager
role at
Harvey Overview of the role and candidate expectations are provided below. Overview
As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, helping to define the future of work at both law firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You will act as a trusted advisor, deeply integrating Harvey into client processes and workflows, and have opportunities to design and deploy scalable 1:many solutions for our mid-market customer base at scale. What You’ll Do
Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. Training & Enablement: Demonstrate the value of LLMs and enable end users to adopt Harvey as a daily-use product. Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach, delivering a superior customer experience. Process Creation: Drive scalability by documenting processes, creating playbooks, self-help materials, email cadences, and automation to support long-term mid-market strategy. Success Metrics Management: Use adoption rates, benchmarks, and other key metrics to drive strategies that maximize client satisfaction and ROI. Advocacy and Engagement: Encourage user and stakeholder engagement, turning them into Harvey advocates within their organizations. Customer Health Monitoring: Monitor analytics and feedback to maintain satisfaction and readiness for renewal and expansion opportunities. Feedback Loop: Relay client insights to internal teams to inform product and service improvements. What You Have
Experienced professionals from legal firms or SaaS organizations with direct 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. Results-driven candidates who can prioritize competing tasks and demanding customers. Team players who are empathetic, committed, structured, motivated, and collaborative with a team-first mentality. Experience with Salesforce and Catalyst is preferred but not required. What We Offer
Be at the forefront of AI technology and innovation, directly impacting how clients operate and thrive. Opportunity to contribute to the growth and direction of our Customer Success program with best-in-class playbooks and processes. A collaborative work environment that promotes growth, learning, and development. Compensation
$125,000 - $145,000 OTE Equal Opportunity
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. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing interview-help@harvey.ai.
#J-18808-Ljbffr