Senior Mid-Market CSM | AI-Driven Legal SaaS

Harvey; New York (NY); On-site; USD 125,000 - 145,000; Full time

Benefits offered by this job

AI technology visibility

Growth opportunities

Collaborative environment

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Portuguese

Spanish

Communication

Strategic planning

Stakeholder management

Team collaboration

Prioritization under pressure

Tools

Salesforce

Catalyst

Job description

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