Scaled Customer Success Manager
Hybrid (New York)$115k - $130kFull-timePosted 2mo ago
About the role
Role focused on driving retention, renewals, and expansion for a high-volume book of business, blending consultative engagement with data-driven renewals to maximize net revenue retention and product adoption of Harvey’s AI solutions.
Responsibilities
- 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.
Qualifications
- 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.
Skills
Required:RenewalsQBRs and value reviewsCustomer health analyticsStrategic account managementCross-functional collaboration
Benefits
- Comprehensive health, dental and vision coverage
- retirement benefits (401k match up to 4%)
- flexible PTO
Last updated Oct 7, 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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