Mid-Market Customer Success Manager
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Distributed
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 guide mid-market clients through implementation and adoption, provide training and enablement, and serve as the primary contact for a portfolio of customers. You will monitor adoption and customer health, create scalable playbooks and automations, identify renewal and expansion readiness, and relay client feedback for product improvement.
Requirements
- Have experience at legal firms or SaaS organizations managing a high volume of client cases or customers
- Have communication and strategic-planning skills
- Prioritize competing tasks and demanding customers
- Have experience with Salesforce and Catalyst
Responsibilities
- Lead the integration of the platform into client workflows
- Train and enable end users to adopt the platform
- Manage relationships with 40+ mid-market clients
- Create documentation, playbooks, self-help materials, email cadences, and automation
- Use adoption rates, benchmarks, and metrics to drive customer-success strategies
- Encourage user and stakeholder engagement
- Monitor customer health, satisfaction, renewal, and expansion readiness
- Relay client insights to internal teams