Mid-Market Customer Success Manager (Chicago)

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

Job summary

Harvey, Inc. in Chicago is seeking a Mid-Market Customer Success Manager to guide clients through their Harvey journey and maximize value from our AI-enabled platform.

You will own strategic implementation, training, and client relationships with 40+ mid-market clients, while designing scalable playbooks to drive adoption and ROI. Strong communication, prioritization, and collaboration are essential to succeed in this fast-growing team.

Qualifications

• Experience with managing a high-volume client base in legal, professional services, or SaaS environments.
• Strong communication and strategic planning skills with ability to influence stakeholders.
• Proven prioritization skills to manage competing tasks and demanding customers.

Responsibilities

• Strategic Implementation: Lead the integration of Harvey into client workflows and ensure adoption of AI solutions.
• Training & Enablement: Educate end users to adopt Harvey as a daily must-have product.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive approach.
• Process Creation: Design playbooks, self-help materials, emails, and automation to scale operations.
• Success Metrics Management: Track adoption rates and ROI to guide client strategy.
• Advocacy and Engagement: Build Harvey advocates within client organizations.
• Customer Health Monitoring: Use analytics to maintain satisfaction and readiness for renewal.
• Feedback Loop: relay client insights to internal product and services teams.

Skills

Communication skills

Strategic planning

Stakeholder influence

Prioritization

Team player

Empathetic mindset

Tools

Salesforce

Catalyst

Job description

Mid-Market Customer Success Manager (Chicago)

Why Harvey

At Harvey, we\'re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we\'re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We\'re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we\'re never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we\'d love to build with you.

At Harvey, the future of professional services is being written today — and we\'re just getting started.

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.

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.

What We Offer

A chance to be at the forefront of AI technology and innovation, directly impacting how our clients\' businesses operate and thrive.

An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.

A collaborative work environment that promotes growth, learning, and development.

Compensation Range

$125,000 - $145,000 OTE

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

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]