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Customer Success Manager, Mid-Market

Harvey· Customer Success
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Hybrid (Sydney)Full-timePosted 1mo ago

About the role

Mid-Market Customer Success Manager based in Sydney, responsible for guiding APAC accounts through onboarding, adoption, and renewal/expansion, while helping build scalable playbooks and processes for a high-volume portfolio.

Responsibilities

  • Lead scaled implementation: drive integration of Harvey into client workflows across a high-volume Mid-Market portfolio, ensuring onboarding and optimal use of AI solutions at pace.
  • Own the client relationship: serve as the primary contact for a large book of accounts with a prescriptive, consultative approach, delivering a superior customer experience at scale.
  • Drive enablement and product evangelism: evangelise LLMs and enable end users to adopt Harvey as a daily must-have product.
  • Manage success metrics and customer health: leverage adoption/utilisation KPIs and analytics to maintain satisfaction and readiness for renewal/expansion.
  • Grow and retain revenue: partner with Sales to renew and expand revenue across renewals in a high-volume book of business.
  • Close the feedback loop: relay client insights to Product and GTM teams to improve products and services.

Qualifications

  • Experience in Enterprise SaaS, legal (big law), or top-tier management consulting with direct technology project management experience.
  • Excellent communication and strategic planning skills with ability to influence senior stakeholders.
  • Results-driven with ability to prioritise competing tasks across a high-volume portfolio.
  • Consultative communication, scalable account management, stakeholder engagement, and customer journey mapping.
  • Comfort driving adoption of AI/LLM tools and experience using data/CS platforms (e.g., Catalyst, Salesforce) to track KPIs.
  • Collaborative, team-first mentality; committed, collaborative, and proactive.

Skills

Required:Scaled account managementTechnical enablementData-driven success planningCross-functional collaboration

Benefits

  • Fully covered private hospital insurance, plus extras (dental, optical, physio, mental health, etc.).
  • Family & Fertility Support (fertility treatments, adoption, surrogacy) through Carrot.
  • Retirement & Security coverage.
  • Paid leave (annual, sick, and fully paid parental leave).
  • Daily in-office lunch, wellness memberships, monthly commuting support.
  • Annual professional development funding (courses, certifications, conferences, books).
  • Remote work allowance (home office, internet, phone).
  • Harvey Holiday: four-week paid sabbatical after four years.
Last updated Sep 17, 2026. Interested? Apply on the company site.
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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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