Strategic Mid-Market CSM for AI Legal SaaS

Harvey; San Francisco (CA); Vor Ort; USD 125.000 - 145.000; Vollzeit

Benefits dieser Stelle

AI technology

Career growth

Collaborative environment

Zusammenfassung

Harvey is seeking a Customer Success Manager in San Francisco to guide our clients through their journey with Harvey and maximize value from our AI-enabled platform. You will act as a trusted advisor, integrating Harvey into clients’ workflows and designing scalable, repeatable processes to serve a broad mid-market base efficiently.

You will engage with 40+ mid-market clients, focusing on adoption, retention, and growth while partnering with teams across product and sales.

Qualifikationen

• 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.
• 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.

Aufgaben

• 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.

Kenntnisse

Portuguese proficiency

Spanish preferred

Legal/SaaS client mgmt

Communication skills

Strategic planning

Stakeholder influence

Team player

Salesforce

Catalyst

Tools

Salesforce

Catalyst

Jobbeschreibung

Harvey is seeking a Customer Success Manager in San Francisco to guide our clients through their journey with Harvey and maximize value from our AI-enabled platform. You will act as a trusted advisor, integrating Harvey into clients’ workflows and designing scalable, repeatable processes to serve a broad mid-market base efficiently.

You will engage with 40+ mid-market clients, focusing on adoption, retention, and growth while partnering with teams across product and sales.