Mid-Market Customer Success Manager (San Francisco)
San Francisco$125k - $145kFull-timePosted 4mo ago
About the role
Customer Success Manager role focused on guiding mid-market clients through adoption and ongoing value realization of Harvey’s AI platform, with scalable, repeatable enablement and strong client relationships across 40+ accounts.
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 and enable 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 and consultative approach and delivering a superior customer experience.
- Process Creation: Drive scalability through documentation, playbooks, self-help materials, email cadences, and automation to improve long-term mid-market operations.
- Success Metrics Management: Use adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
- Advocacy and Engagement: Encourage user and stakeholder engagement, turning them into Harvey advocates.
- Customer Health Monitoring: Use analytics and feedback to maintain satisfaction and readiness for renewal and expansion.
- Feedback Loop: Relay client insights back to internal teams to improve product and services.
Qualifications
- Experienced professionals from legal firms or SaaS organizations with experience managing high volumes of client cases and/or customers.
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results-driven with ability to prioritize competing tasks and demanding customers.
- Empathetic, committed, structured, motivated, collaborative with a team-first mentality.
- Experience with Salesforce and Catalyst is preferred but not required.
Skills
Required:Client relationship managementStrategic planning
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
- Equity plan eligibility
Last updated Aug 26, 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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