Mid-Market Customer Success Manager

As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows.

This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale.

- Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.

- Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.

- Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.

- Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.

- Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.

- Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.

- Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.

- Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

- Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.

- Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.

- Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.

- Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

- Experience with Salesforce and Catalyst, are preferred, but not required.

- A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.

- An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.

- A collaborative work environment that promotes growth, learning, and development.