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Community Lead, Customer Engagement

Harvey· Marketing
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Hybrid (New York)$159.8k - $219.7kFull-timePosted 4w ago

About the role

Role to design and operate customer-facing programs that elevate customer voices, deepen loyalty, and scale Harvey’s customer community across customer marketing, community, advocacy, events, research, and program management.

Responsibilities

  • Help design, launch, and scale customer community programs that create sustained engagement beyond one-off events, including power user initiatives, advocate cohorts, customer councils, user groups, awards, recognition moments, and loyalty programs.
  • Build programming that gives customers meaningful ways to participate, sharing feedback, contributing ideas, joining peer conversations, speaking at events, testing new concepts, and helping shape the future of legal AI.
  • Identify opportunities to elevate customer impact through stories, events, panels, research, internal moments, awards, and external programming.
  • Create repeatable program models, playbooks, calendars, and operating rhythms that allow customer community and advocacy programs to scale.
  • Serve as a front-line ambassador for Harvey with customers, power users, champions, speakers, research contributors, executive sponsors, and community members.
  • Build genuine customer relationships, understanding each customer’s goals, interests, product usage, influence, and potential role in the broader Harvey ecosystem.
  • Help map Harvey’s customer ecosystem and identify the right engagement path for each customer based on relationship stage, interests, influence, and potential impact.
  • Partner with Customer Success, Sales, Product, Product Marketing, and Communications to surface customers who should be engaged through stories, events, research, awards, advisory programs, or community initiatives.
  • Represent Harvey in customer-facing settings with strong judgment, warmth, credibility, and attention to detail.
  • Support the execution of third-party research initiatives with external partners, coordinating customer participation, internal stakeholders, timelines, deliverables, and downstream activation.
  • Help recruit and engage customers for research interviews, surveys, validation sessions, roundtables, and working groups.
  • Partner with Product Marketing, Communications, Sales, Customer Success, and external research partners to translate research outputs into customer-facing and market-facing assets.
  • Lead planning and execution for customer-facing community moments, including roundtables, dinners, workshops, webinars, user sessions, executive programs, and other high-value customer experiences.
  • Help curate speakers, themes, agendas, briefing materials, discussion formats, follow-up, and post-program analysis.
  • Build the operational backbone for Customer Engagement programs, including trackers, templates, workflows, timelines, intake processes, briefing docs, status updates, and retrospectives.
  • Act as a connector across Marketing, Customer Success, Sales, Product, Research, Operations, Communications, and executive stakeholders to keep programs aligned and moving.
  • Translate broad ideas into executable plans with clear workstreams, milestones, owners, dependencies, and deliverables.
  • Track program inputs and outputs, including participation, engagement, customer feedback, advocate growth, content activation, pipeline influence, and learnings.
  • Help move the Customer Engagement function from bespoke execution to scalable, repeatable programs without losing the personal touch that makes the work effective.

Qualifications

  • 8+ years of experience in customer marketing, community, advocacy, lifecycle marketing, events, research programs, program management, customer success, or related roles, ideally at a high-growth SaaS, AI, or technology company.
  • Experience building or scaling customer-facing programs such as user groups, customer communities, advocacy programs, executive programs, ambassador programs, advisory boards, awards, customer events, or research-backed thought leadership initiatives.
  • Strong multidisciplinary customer marketing instincts: you understand how to create programs that drive engagement, loyalty, advocacy, storytelling, thought leadership, and business impact.
  • Experience coordinating with external partners, agencies, research firms, analysts, or other third parties is a strong plus.
  • Excellent program management skills, with the ability to manage multiple complex workstreams simultaneously in a fast-moving environment.
  • Strong customer presence and relationship-building ability; comfortable engaging with senior customers, power users, executives, partners, and internal leaders.
  • High ownership, strong judgment, and a bias toward action. You can operate with ambiguity, make progress without perfect instructions, and know when to escalate or ask for input.
  • Excellent written and verbal communication skills, with the ability to synthesize information clearly and keep stakeholders aligned.
  • Strong attention to detail and a high bar for customer experience.
  • Comfortable balancing strategic program design with hands-on execution.
  • Experience with tools such as Notion, Asana, Airtable, Salesforce, customer community platforms, event platforms, survey tools, or marketing automation tools is a plus.
  • Familiarity with legal, professional services, AI, research programs, or enterprise software is a plus but not required.

Skills

Required:Customer marketingProgram managementRelationship building

Benefits

  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
Last updated Sep 23, 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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