Mid-Market Customer Success Manager
$125k - $145k • San Francisco • FullTime
Posted 1mo ago
Job Location
San Francisco
Remote Work Policy
On-site
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.