Mid-Market Customer Success Manager (LATAM - Portuguese Speaking)

Harvey; New York (NY); Presencial; USD 125 000 - 145 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

AI technology visibility

Growth opportunities

Collaborative environment

Resumo da oferta

Harvey is seeking a Customer Success Manager in New York to guide mid-market clients through adoption of our AI-powered platform. You will act as a trusted advisor, embedding Harvey into client workflows and delivering maximum value from our technology.

You will manage 40+ accounts, drive scalable processes, and partner with sales, product, and support to ensure renewals and upsells. Strong communication and strategic planning are essential, with preference for Portuguese and Spanish language

Qualificações

• Must have professional working proficiency in Portuguese; Spanish also preferred.
• Experience in legal firms or SaaS environments with high-volume client management.
• Excellent communication and strategic planning skills, stakeholder influence at multiple levels.
• Results-driven with ability to prioritize competing tasks and demanding clients.
• Team players with empathy, commitment, structure and collaboration.
• Experience with Salesforce and Catalyst is a plus.

Responsabilidades

• Lead integration of Harvey into client workflows and ensure adoption of AI solutions.
• Train end users to adopt Harvey as a must-have product.
• Serve as primary contact for 40+ mid-market clients with prescriptive, consultative approach.
• Design scalable processes, playbooks, self-help materials, and email cadences.
• Track adoption, benchmarks, and ROI to drive client satisfaction and expansion.
• Encourage user engagement and transform stakeholders into Harvey advocates.
• Monitor client health and readiness for renewal and expansion.
• Relay client insights to internal teams for product and service improvements.

Conhecimentos

Portuguese

Spanish

Communication

Strategic planning

Stakeholder management

Team collaboration

Prioritization under pressure

Ferramentas

Salesforce

Catalyst

Descrição da oferta de emprego

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

• Must have professional working proficiency in Portuguese, Spanish also preferred.

• 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]