Mid Market Customer Success Manager
Remote • Singapore • FullTime
Posted 8d ago
Job Location
Singapore
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This role offers a chance to help build a generational company at an inflection point, with strong product-market fit and investor support. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence. As a Customer Success Manager, you will guide clients through their journey with Harvey, ensuring they adopt and derive maximum value from our technology. You'll act as a trusted advisor, integrating Harvey into their business processes and workflows, and designing scalable solutions for our mid-market customer base.
Responsibilities
- Lead the integration of Harvey into client workflows for seamless adoption and optimal use of AI solutions.
- Evangelize LLMs and enable end-users to adopt Harvey daily, making it a "must-have" product.
- Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach.
- Drive scalability through documentation, playbooks, self-help materials, email cadences, and automation.
- Utilize adoption rates and benchmarks to drive strategies ensuring client satisfaction and high ROI.
- Encourage user and stakeholder engagement to transform them into Harvey advocates.
- Monitor customer health using analytics and feedback to ensure readiness for renewal and expansion.
- Relay client insights to internal teams for continuous product and service improvement.
Requirements
- Experience managing a high volume of client cases and/or customers, preferably from legal firms or SaaS organizations.
- Excellent communication and strategic planning skills, with the ability to influence stakeholders.
- Results-driven with the ability to prioritize competing tasks and demanding customers.
- Team player with an empathetic, committed, structured, motivated, and collaborative mentality.
- Experience with Salesforce and Catalyst is preferred but not required.