Scaled Customer Success Manager

Role Overview The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business. The team's mission is to deliver strategic, efficient value at scale—ensuring customers adopt Harvey's AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partners closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery. What You’ll Do Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement. Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions—to maximize product adoption and demonstrate ongoing ROI. Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue. Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs. Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals. Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion. What You Have 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting. Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets. Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts. Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews. Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy. Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment. Compensation $112,000 – $168,000 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, and requests can be made by emailing View email address on click.appcast.io #J-18808-Ljbffr