Mid-Market Customer Success Manager
$125k - $145k • Remote • Chicago • FullTime
Posted 1mo ago
Job Location
Chicago
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 unique opportunity to help build a generational company at an inflection point, scaling fast and defining a new category. The team operates with intensity, takes ownership, and is deeply committed to the mission, valuing decisiveness, simplicity, and a "Job's Not Finished" mentality. If you are driven to do the best work of your career alongside like-minded individuals, Harvey is the place to be.
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 key metrics to ensure client satisfaction and high ROI.
- Encourage user and stakeholder engagement to transform them into Harvey advocates.
- Monitor customer health using analytics and feedback for renewal and expansion opportunities.
- 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 at various levels.
- Results-driven with the ability to ruthlessly prioritize competing tasks and demanding customers.
- Empathetic, committed, structured, motivated, and collaborative team player.
- Experience with Salesforce and Catalyst is preferred but not required.
Benefits
- A chance to be at the forefront of AI technology and innovation.
- Opportunity to contribute to the growth and direction of the Customer Success program.
- Collaborative work environment that promotes growth, learning, and development.