Mid-Market Customer Success Manager (Chicago)

Harvey; Chicago (IL); Hybrid; USD 125,000 - 145,000; Full time

Benefits offered by this job

Opportunity to shape AI technology

Collaborative work environment

Growth and learning opportunities

Job summary

Harvey is looking for a Customer Success Manager to guide clients through their journey with our technology. In this role, you will integrate our solutions into their business workflows, ensuring maximum value and client satisfaction.

The ideal candidate will have experience managing multiple client cases, excellent communication skills, and a results-driven mindset. You’ll enjoy building customer success playbooks in a collaborative environment while working remotely from Chicago or in a hybrid setup.

Qualifications

• Experience managing a high volume of client cases, preferably from legal or SaaS.
• Excellent communication and ability to influence stakeholders.
• Results-driven with strong prioritization skills.

Responsibilities

• Lead integration of Harvey into client workflows.
• Serve as primary contact for 40+ mid-market clients.
• Monitor customer health and relay insights to internal teams.

Skills

Client management

Communication

Strategic planning

Results-driven

Collaboration

Tools

Salesforce

Catalyst

Job description

Role Overview

As a Customer Success Manager you’ll guide our clients through their journey with Harvey, helping them adopt and derive maximum value from our technology. You’ll be a trusted advisor, integrating Harvey into their business processes and workflows, and designing scalable 1:many solutions that impact our broad mid‑market customer base at scale.

What You’ll Do

• Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Evangelize the power of LLMs, meet with end users to enable daily use of Harvey as a “must have” product.
• Serve as the primary contact for 40+ mid‑market clients with a prescriptive and consultative approach, delivering a superior customer experience.
• Drive scalability through documentation, playbooks, self‑help materials, email cadences, and automation to improve mid‑market efficiency.
• Use adoption metrics and benchmarks to shape strategies that ensure client satisfaction and high ROI.
• Encourage engagement, turning users and stakeholders into advocates within their organizations.
• Monitor customer health with analytics and feedback to prepare for renewal and expansion opportunities.
• Relay client insights to internal teams, supporting continuous product and service improvement.

What You Have

• Experience managing a high volume of client cases or customers, preferably from legal or SaaS organizations.
• Excellent communication and strategic planning skills, able to influence stakeholders at all levels.
• Results‑driven, with the ability to prioritize competing tasks and demanding customers efficiently.
• A team player who is empathetic, committed, structured, motivated, and collaborative with a team‑first mentality.
• Familiarity with Salesforce and Catalyst is preferred, but not required.

What We Offer

• A chance to shape the future of AI technology and its impact on client businesses.
• An opportunity to build and refine best‑in‑class customer success playbooks and processes.
• A collaborative environment that promotes growth, learning, and development.

Compensation Range

$125,000 - $145,000 OTE

Equal Opportunity Statement

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities; requests can be made by emailing [e-mail].