Strategic CSM, Mid‑Market AI SaaS

Harvey; San Francisco (CA); Hybrid; USD 125,000 - 145,000; Full time

Benefits offered by this job

AI technology

Growth opportunities

Collaborative environment

Job summary

Harvey is seeking a Customer Success Manager to guide mid-market clients through their Harvey journey, maximizing value from our AI-enabled platform. You’ll act as a trusted advisor, integrating Harvey into business processes and workflows, and identifying scalable, repeatable solutions for diverse law firms and in-house teams.

You will design and deploy scalable 1:many strategies, drive customer outcomes, and advocate for client needs, ensuring high ROI and renewal readiness.

Qualifications

• Experience managing a high-volume of client cases or customers in legal firms or SaaS.
• Excellent communication and strategic planning skills with influence across levels.

Responsibilities

• Lead the integration of Harvey into client workflows and drive adoption of AI solutions.
• Meet with end users to evangelize LLM capabilities and maximize usage.
• Serve as the primary contact for 40+ mid-market clients with proactive guidance.
• Create scalable processes, playbooks, and email cadences to improve efficiency.
• Monitor adoption metrics and ROI to inform client strategies and renewals.
• Encourage stakeholder engagement and turn users into Harvey advocates.
• Provide feedback to product teams to improve services and offerings.

Skills

Communication

Strategic planning

Stakeholder influence

Empathy

Team player

Tools

Salesforce

Catalyst

Job description

Harvey is seeking a Customer Success Manager to guide mid-market clients through their Harvey journey, maximizing value from our AI-enabled platform. You’ll act as a trusted advisor, integrating Harvey into business processes and workflows, and identifying scalable, repeatable solutions for diverse law firms and in-house teams.

You will design and deploy scalable 1:many strategies, drive customer outcomes, and advocate for client needs, ensuring high ROI and renewal readiness.