Mid-Market Customer Success Manager
Hybrid (New York)$125k - $145kFull-timePosted 11mo ago
About the role
Customer Success Manager responsible for guiding mid-market clients through adoption and value realization of Harvey’s AI platform, with scalable, repeatable processes and a consultative, trusted-advisor approach.
Responsibilities
- 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.
Qualifications
- Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results driven candidates who are able to prioritiz 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.
Skills
Required:Client relationship managementStrategic planning
Benefits
- Comprehensive health, dental and vision coverage
- 401k match up to 4%
- Flexible PTO
Last updated Aug 5, 2026. Interested? Apply on the company site.
About Harvey
Professional Class AI
Harvey is a platform built to meet the standards of the world’s leading professional service firms.
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