Program Manager, Customer Engagement & Community
$160k - $240k • Remote • San Francisco • FullTime
Posted 1mo ago
Job Location
San Francisco
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking a Program Manager, Customer Engagement & Community to build and scale programs that foster customer advocacy, deepen loyalty, and strengthen our community. This role involves designing and operating customer-facing initiatives that amplify customer voices, create meaningful connections, and offer engaged users new ways to participate in the Harvey ecosystem. The position spans customer marketing, community building, advocacy, events, research, and program management. The ideal candidate is a multidisciplinary customer marketer and a strong operator, capable of building trusted customer relationships, managing complex programs, creating high-quality experiences, and bridging strategy with execution. They will also act as an ambassador for Harvey within the customer community, demonstrating credibility, thoughtfulness, and a comfort level with direct customer interaction to foster engagement and identify new opportunities.
Responsibilities
- Design, launch, and scale customer community and advocacy programs, including power user initiatives, advocate cohorts, customer councils, user groups, and recognition programs.
- Develop programming that enables customers to share feedback, contribute ideas, participate in peer conversations, speak at events, and test new concepts.
- Identify opportunities to highlight customer impact through stories, events, panels, research, and external programming.
- Create scalable program models, playbooks, calendars, and operating rhythms for customer community and advocacy initiatives.
- Serve as a front-line ambassador for Harvey, engaging with customers, power users, champions, speakers, and community members.
- Build strong customer relationships, understanding their goals, interests, product usage, and potential role in the Harvey ecosystem.
- Map Harvey's customer ecosystem and define engagement paths based on relationship stage, interests, and potential impact.
- Partner with internal teams (Customer Success, Sales, Product, Marketing, Communications) to identify customers for engagement in stories, events, research, and community initiatives.
- Represent Harvey in customer-facing settings with credibility and warmth.
- Support the execution of third-party research initiatives by coordinating customer participation and internal stakeholders.
- Recruit and engage customers for research interviews, surveys, and working groups.
- Translate research outputs into customer-facing and market-facing assets in collaboration with Product Marketing and external partners.
- Lead planning and execution for customer-facing community events such as roundtables, workshops, and executive programs.
- Curate speakers, themes, agendas, and follow-up materials for customer events.
- Build the operational backbone for Customer Engagement programs, including trackers, templates, and workflows.
- Act as a connector across departments to ensure program alignment and progress.
- Translate broad ideas into executable plans with clear workstreams, milestones, and deliverables.
- Track program inputs and outputs, including participation and engagement metrics.
Requirements
- Multidisciplinary customer marketer and strong operator.
- Ability to build trusted customer relationships.
- Experience managing complex programs.
- Skill in creating high-quality customer experiences.
- Ability to move fluidly between strategy and execution.
- Credible, thoughtful, and comfortable spending time directly with customers.
- Ability to represent Harvey with warmth and strong judgment.
- Experience building systems, timelines, and playbooks for program scalability.