APAC Mid-Market CSM — AI-Driven Growth

Harvey; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Private health insurance

Fertility support

Retirement plan

Paid parental leave

Wellness memberships

Commuting support

Remote work allowance

Sabbatical

Lunch provided

Job summary

Harvey is seeking a Mid-Market Customer Success Manager in Sydney to guide strategic APAC accounts through their Harvey journey and maximise value from our AI-powered platform. You’ll own high-volume relationships, prioritise customer needs, and ensure adoption across enterprise clients such as law firms and consultancies.

You will drive onboarding, enablement, and KPI-driven success, collaborating with Sales to renew and grow revenue, while feeding insights back to Product and GTM teams.

Qualifications

• Experience in Enterprise SaaS, legal (big law), or top-tier management consulting.
• Excellent communication and strategic planning skills with the ability to influence and earn trust of stakeholders at various levels.
• Results-driven with ability to prioritise competing tasks and demanding customers across a high-volume book of business.

Responsibilities

• Lead scaled implementation: drive integration of Harvey into client workflows across a high-volume Mid-Market portfolio, ensuring onboarding and optimal use of AI solutions.
• Own the client relationship: primary contact for a large book of accounts with prescriptive, consultative approach, delivering a superior customer experience.
• Drive enablement and product evangelism: demonstrate and enable end users to adopt Harvey daily until it becomes a must-have product.
• Manage success metrics and customer health: track adoption, utilisation, and KPIs to maintain satisfaction and readiness for renewal/expansion.
• Grow and retain revenue: partner with Sales to renew and expand each account, prioritising across renewals.
• Close the feedback loop: relay client insights to Product and GTM teams for ongoing improvement.

Skills

Enterprise SaaS

Legal (big law)

Management consulting

Strategic planning

Communication

Influence

Account management

Stakeholder engagement

Customer journey mapping

Salesforce

Catalyst

Tools

Salesforce

Catalyst

Job description

Harvey is seeking a Mid-Market Customer Success Manager in Sydney to guide strategic APAC accounts through their Harvey journey and maximise value from our AI-powered platform. You’ll own high-volume relationships, prioritise customer needs, and ensure adoption across enterprise clients such as law firms and consultancies.

You will drive onboarding, enablement, and KPI-driven success, collaborating with Sales to renew and grow revenue, while feeding insights back to Product and GTM teams.