AI-Driven Enterprise CSM — Renewals & Growth

Harvey, Inc.; New York (NY); Hybrid; USD 115,000 - 130,000; Full time

Job summary

Harvey, Inc. is seeking a Scaled Customer Success Manager in New York to own renewals, expansions, and overall account health across a high-volume portfolio.

You will drive net revenue retention with consultative engagement and data-driven renewals motions, collaborating with Sales, Legal, Product, and Engineering to maximize overall value. The role emphasizes strategic planning, QBRs, and cross-functional collaboration to influence product direction and customer outcomes in an enterprise SaaS

Qualifications

• 3+ years of experience in Customer Success, Account Management, or renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Demonstrated track record of managing a high-volume book of business and meeting retention and expansion targets.
• Strong commercial acumen with ownership of renewals conversations and upsell opportunities.
• Excellent communication and strategic planning skills for engaging stakeholders and delivering polished QBRs and value reviews.
• Data-driven mindset with experience using health metrics and adoption data to inform strategy.
• Collaborative, proactive team player in a fast-paced environment.

Responsibilities

• Own renewals and expansions across a named portfolio, driving net revenue retention and renewal targets.
• Lead scaled customer engagement motions including QBRs, value reviews, and enablement sessions to maximize product adoption and ROI.
• Monitor customer health using data and analytics, identify churn signals and execute intervention plans to protect and grow revenue.
• Serve as a trusted advisor, integrating Harvey into customer workflows and championing LLM value.
• Collaborate cross-functionally with Legal, Product, and Sales to relay insights and influence the roadmap.
• Build and refine scalable playbooks and processes for renewals and expansions.

Skills

Customer Success

Account Management

Renewals

Job description

Harvey, Inc. is seeking a Scaled Customer Success Manager in New York to own renewals, expansions, and overall account health across a high-volume portfolio.

You will drive net revenue retention with consultative engagement and data-driven renewals motions, collaborating with Sales, Legal, Product, and Engineering to maximize overall value. The role emphasizes strategic planning, QBRs, and cross-functional collaboration to influence product direction and customer outcomes in an enterprise SaaS