Mid-Market Customer Success Manager

The role

You will guide mid-market clients through their journey with Harvey to ensure they adopt and derive value from the technology. You will act as a trusted advisor and design scalable solutions for the mid-market customer base.

What you will do

• Lead the integration of Harvey into client workflows.
• Enable end users to adopt Harvey on a daily basis.
• Serve as the primary contact for 40+ mid-market clients.
• Drive scalability through documentation, playbooks, self-help materials, email cadences, and automation.
• Utilize adoption rates and benchmarks to drive strategies.
• Encourage user and stakeholder engagement.
• Use analytics and feedback to maintain customer satisfaction.
• Relay client insights back to internal teams.

Required qualifications

• Experienced professionals from legal firms or SaaS organizations.
• Direct experience managing a high volume of client cases and/or customers.
• Excellent communication and strategic planning skills.
• Ability to influence stakeholders at various levels.
• Ability to ruthlessly prioritize competing tasks and demanding customers.
• Empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

Nice to have

• Experience with Salesforce
• Experience with Catalyst

Benefits

• Chance to be at the forefront of AI technology and innovation.
• Opportunity to contribute to the growth and direction of the Customer Success program.
• Collaborative work environment that promotes growth, learning, and development.

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.