Mid-Market Customer Success Manager

Role Overview As a Customer Success Manager you’ll guide our clients through their journey with Harvey, helping them adopt and derive maximum value from our technology. You’ll be a trusted advisor, integrating Harvey into their business processes and workflows, and designing scalable 1:many solutions that impact our broad mid‑market customer base at scale. What You’ll Do Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. Evangelize the power of LLMs, meet with end users to enable daily use of Harvey as a “must have” product. Serve as the primary contact for 40+ mid‑market clients with a prescriptive and consultative approach, delivering a superior customer experience. Drive scalability through documentation, playbooks, self‑help materials, email cadences, and automation to improve mid‑market efficiency. Use adoption metrics and benchmarks to shape strategies that ensure client satisfaction and high ROI. Encourage engagement, turning users and stakeholders into advocates within their organizations. Monitor customer health with analytics and feedback to prepare for renewal and expansion opportunities. Relay client insights to internal teams, supporting continuous product and service improvement. What You Have Experience managing a high volume of client cases or customers, preferably from legal or SaaS organizations. Excellent communication and strategic planning skills, able to influence stakeholders at all levels. Results‑driven, with the ability to prioritize competing tasks and demanding customers efficiently. A team player who is empathetic, committed, structured, motivated, and collaborative with a team‑first mentality. Familiarity with Salesforce and Catalyst is preferred, but not required. What We Offer A chance to shape the future of AI technology and its impact on client businesses. An opportunity to build and refine best‑in‑class customer success playbooks and processes. A collaborative environment that promotes growth, learning, and development. Compensation Range

$125,000 - $145,000 OTE

Equal Opportunity Statement Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities; requests can be made by emailing View email address on click.appcast.io. #J-18808-Ljbffr Harvey