Strategic Mid-Market Customer Success Lead

Harvey; Chicago (IL); Presencial; USD 125.000 - 145.000; Jornada completa

Descripción de la vacante

Harvey is seeking a Customer Success Manager to guide our clients through their journey with Harvey, ensuring they derive maximum value from our AI-powered platform. You will act as a trusted advisor, deeply integrating Harvey into client workflows and designing scalable 1:many solutions for mid‑market accounts.

This role focuses on strategic implementation, client enablement, and strong relationship management to drive adoption, renewals, and expansion.

Formación

• Experienced professionals from legal firms or SaaS with high-volume client management.
• Strong communication and strategic planning abilities.
• Able to prioritize competing tasks and demanding customers.
• Empathetic, collaborative, and team‑oriented with a client‑centric mindset.
• Salesforce and Catalyst experience preferred but not required.

Responsabilidades

• Strategic implementation: lead integration of Harvey into client workflows.
• Training & Enablement: teach end users to adopt Harvey as a must‑have tool.
• Client relationship management: own contact for 40+ mid‑market clients.
• Process creation: design playbooks, self‑help materials, and email cadences.
• Success metrics management: track adoption, ROI, and satisfaction.
• Advocacy and engagement: convert users into Harvey advocates.
• Customer health monitoring: monitor readiness for renewal and expansion.
• Feedback loop: relay client insights to internal teams for improvement.

Conocimientos

Client management

Communication

Strategic planning

Prioritization

Collaboration

Herramientas

Salesforce

Catalyst

Descripción del empleo

Harvey is seeking a Customer Success Manager to guide our clients through their journey with Harvey, ensuring they derive maximum value from our AI-powered platform. You will act as a trusted advisor, deeply integrating Harvey into client workflows and designing scalable 1:many solutions for mid‑market accounts.

This role focuses on strategic implementation, client enablement, and strong relationship management to drive adoption, renewals, and expansion.