Customer Success Manager, Mid-Market
Harvey is an AI platform for legal and professional-services organizations.
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own value realization for mid market customers, guiding law firms and enterprises as they integrate AI into daily legal workflows. You'll onboard customers, train end users, build relationships with executives, align on success metrics, and partner with Account Executives on renewals and expansion. You'll also relay customer feedback to Product and Engineering. Travel may be required from time to time.
Requirements
- 3-4+ years in customer-owning roles at tech or SaaS platforms
- Strategic planning and revenue-based prioritization
- Managing a high volume of customer-facing projects and timelines
- Running in-person meetings with executives
- Mapping organizations and influencing stakeholders
- Owning revenue, expansion and renewal targets
- Working cross-functionally with Product and Sales teams
Responsibilities
- Integrate Harvey into customer workflows and guide administrators with best practices
- Train and enable end users
- Navigate complex organizations as primary contact and engage executive buyers
- Align with customers on adoption rates, measurable value and ROI
- Collaborate with Account Executives on renewals and expansions
- Relay customer insights to Product and Engineering
