Customer Success Manager, Mid-Market

The role

You will own value realization for customers by integrating AI into the daily workflows of lawyers and other professionals. You will build relationships, manage onboarding, and partner with Account Executives to renew and expand strategic partnerships.

What you will do

• Integrate Harvey into customer workflows and guide administrators with data-backed best practices.
• Champion the power of Harvey as you meet with end users.
• Navigate complex organizations as the primary contact and engage executive buyers.
• Align with customers on adoption rates, measurable value, and positive AI experiences.
• Collaborate with Account Executives to maintain customer renewal readiness and drive expansions.
• Represent customer needs internally and relay insights back to Product and Engineering.

Required qualifications

• 3-4+ years in customer-owning roles at tech or SaaS platforms
• Adapting seamlessly in the face of high-speed change and growth
• Strategic planning, revenue-based prioritization
• Managing a high volume of customer-facing projects and timelines
• Running in-person meetings w/ executives
• Mapping an organization and influencing stakeholders
• Driving key customer metrics and outcomes
• Owning a revenue, expansion, and renewal target
• Demonstrating a strong point of view and proactive self-management
• Working cross-functionally with Product and Sales teams

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.