Strategic Mid-Market Customer Success Manager

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

Job summary

Harvey, a pioneering AI-powered legal-tech company, is seeking a Customer Success Manager to guide clients through adoption and value realization of Harvey’s platform, spanning law firms and in-house teams.

You’ll be a trusted advisor, integrate Harvey into client workflows, design scalable 1:many solutions, manage 40+ mid‑market accounts, and help build playbooks, metrics, and a world‑class customer experience in a fast-growing, mission-driven company.

Qualifications

• Experience in legal firms or SaaS with high-volume client management.
• Excellent communication and strategic planning with ability to influence stakeholders.
• Results-driven, with strong prioritization under demanding workloads.
• Team players who are empathetic, collaborative and driven.
• Experience with Salesforce and Catalyst is preferred but not required.

Responsibilities

• Strategic Implementation: Lead integration of Harvey into client workflows for adoption and value realization.
• Training & Enablement: Educate end users on Harvey to ensure daily use as a must-have product.
• Client Relationship Management: Serve as primary contact for 40+ mid-market clients with prescriptive guidance.
• Process Creation: Develop playbooks, self-help materials, and email cadences to scale operations.
• Success Metrics Management: Use adoption rates and ROI metrics to guide strategy.
• Advocacy and Engagement: Turn users into Harvey advocates within their organizations.
• Customer Health Monitoring: Track satisfaction and readiness for renewal/expansion.
• Feedback Loop: Relay client insights to product and services teams.

Skills

Client management

Strategic planning

Communication

Prioritization

Team player

Salesforce

Catalyst

Tools

Salesforce

Catalyst

Job description

Harvey, a pioneering AI-powered legal-tech company, is seeking a Customer Success Manager to guide clients through adoption and value realization of Harvey’s platform, spanning law firms and in-house teams.

You’ll be a trusted advisor, integrate Harvey into client workflows, design scalable 1:many solutions, manage 40+ mid‑market accounts, and help build playbooks, metrics, and a world‑class customer experience in a fast-growing, mission-driven company.