Scaled Customer Success Manager (SMB)

The role

The Scaled Customer Success Manager drives retention, renewal, and expansion outcomes for a high-volume book of business. This role manages the full commercial lifecycle and partners with Sales, Legal Engineering, and Product to influence the product roadmap.

What you will do

• Own renewals and expansions across a named portfolio of accounts.
• Lead scaled customer engagement motions including QBRs, value reviews, and enablement sessions.
• Monitor customer health using data and analytics to identify churn signals.
• Serve as a trusted advisor to customers with a prescriptive, consultative approach.
• Collaborate cross-functionally with Legal Engineering, Product, and Sales.
• Build and refine scalable playbooks and processes for customer engagement, renewals, and expansion.

Required qualifications

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Track record of managing a high-volume book of business and meeting retention and expansion targets.
• Experience owning renewals conversations and identifying upsell or expansion opportunities.
• Excellent communication and strategic planning skills.
• Experience leveraging customer health metrics, adoption data, and CS platforms.
• Comfort operating in a fast-paced, ambiguity-rich environment.

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.