Strategic Mid-Market Customer Success Manager (AI SaaS)

Harvey, Inc.; Chicago (IL); Hybrid; USD 125,000 - 145,000; Full time

Job summary

Harvey, Inc. in Chicago is seeking a Mid-Market Customer Success Manager to guide clients through their Harvey journey and maximize value from our AI-enabled platform.

You will own strategic implementation, training, and client relationships with 40+ mid-market clients, while designing scalable playbooks to drive adoption and ROI. Strong communication, prioritization, and collaboration are essential to succeed in this fast-growing team.

Qualifications

• Experience with managing a high-volume client base in legal, professional services, or SaaS environments.
• Strong communication and strategic planning skills with ability to influence stakeholders.
• Proven prioritization skills to manage competing tasks and demanding customers.

Responsibilities

• Strategic Implementation: Lead the integration of Harvey into client workflows and ensure adoption of AI solutions.
• Training & Enablement: Educate end users to adopt Harvey as a daily must-have product.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive approach.
• Process Creation: Design playbooks, self-help materials, emails, and automation to scale operations.
• Success Metrics Management: Track adoption rates and ROI to guide client strategy.
• Advocacy and Engagement: Build Harvey advocates within client organizations.
• Customer Health Monitoring: Use analytics to maintain satisfaction and readiness for renewal.
• Feedback Loop: relay client insights to internal product and services teams.

Skills

Communication skills

Strategic planning

Stakeholder influence

Prioritization

Team player

Empathetic mindset

Tools

Salesforce

Catalyst

Job description

Harvey, Inc. in Chicago is seeking a Mid-Market Customer Success Manager to guide clients through their Harvey journey and maximize value from our AI-enabled platform.

You will own strategic implementation, training, and client relationships with 40+ mid-market clients, while designing scalable playbooks to drive adoption and ROI. Strong communication, prioritization, and collaboration are essential to succeed in this fast-growing team.