Mid-Market Customer Success Manager

Harvey; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health Coverage

Professional Development

Paid Leave

Remote Work Allowance

Structured hybrid working arrangement

Job summary

Harvey is seeking a Customer Success Manager to guide clients through their journey and ensure maximum value from our technology. This role includes strategic implementation and client relationship management across a broad mid-market customer base.

Candidates should possess strong communication skills and experience in legal or SaaS environments, facilitating adoption of Harvey's solutions. The position offers a hybrid work model and comprehensive health coverage.

Qualifications

• Experienced in managing a high volume of client cases and/or customers.
• Excellent communication and strategic planning skills.
• Results-driven with the ability to prioritize tasks.

Responsibilities

• Lead integration of Harvey into client workflows.
• Serve as the primary contact for 40+ mid-market clients.
• Utilize metrics to ensure client satisfaction.

Skills

Communication skills

Strategic planning

Prioritization

Teamwork

Client management

Tools

Salesforce

Catalyst

Job description

Role Overview

As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows. This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid‑market customer base in a highly efficient manner at scale.

What You'll Do

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily‑basis as it becomes a "must have" product.
• Client Relationship Management: Serve as the primary contact for 40+ mid‑market clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self‑help materials, email cadences, and automation to ensure we drive efficiency in our long term mid‑market strategy.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Renewal Ownership: Own renewals and expansions for a subset of your accounts, owning the full end to end post‑sales experience for this group of customers.
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

What You Have

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• Team players described as empathetic, committed, structured, motivated, and collaborative with a team‑first mentality.
• Experience with Salesforce and Catalyst, are preferred, but not required.

Additional Information

• Location: Sydney, NSW (Hybrid with flexibility)
• Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role

What We Offer

• Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
• Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
• Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
• Retirement & Security: Comprehensive coverage designed to support your long‑term well‑being.
• Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
• Wellness & Perks: Daily in‑office lunch, and monthly commuting support.
• Professional Development: Annual support for courses, certifications, conferences, and books.
• Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
• Harvey Holiday: After four years, enjoy a four‑week paid sabbatical to rest, travel, or explore new experiences.

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/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, and requests can be made by emailing [e-mail].