Community Lead, Customer Engagement
$160k - $220k • Remote • New York • FullTime
Posted 21h ago
Job Location
New York
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking a Community Lead to build and scale programs that foster customer advocacy, deepen loyalty, and strengthen the company's customer community. This role involves designing and operating customer-facing initiatives to amplify customer voices, create meaningful connections, and offer engaged users new avenues to participate in the Harvey ecosystem. The position requires a multidisciplinary customer marketer and strong operator who can cultivate trusted customer relationships, manage complex programs, deliver high-quality experiences, and seamlessly transition between strategic planning and hands-on execution. The Community Lead will also act as an ambassador for Harvey within the customer community, demonstrating credibility, thoughtfulness, and a comfort level in direct customer interaction to learn, connect, identify engagement opportunities, and represent Harvey with warmth and sound judgment. This is a high-visibility role for an individual capable of both building scalable program systems and making customers feel connected and enthusiastic about contributing to the advancement of legal AI.
Responsibilities
- Design, launch, and scale customer community programs for sustained engagement, including power user initiatives, advocate cohorts, customer councils, user groups, awards, and loyalty programs.
- Develop programming that enables customers to share feedback, contribute ideas, engage in peer conversations, speak at events, test new concepts, and shape the future of legal AI.
- Identify opportunities to highlight customer impact through stories, events, panels, research, internal recognition, awards, and external programming.
- Create scalable program models, playbooks, calendars, and operating rhythms for customer community and advocacy programs.
- Serve as a front-line ambassador for Harvey, engaging with customers, power users, champions, speakers, research contributors, executive sponsors, and community members.
- Build genuine customer relationships, understanding their goals, interests, product usage, influence, and potential role in the Harvey ecosystem.
- Map Harvey's customer ecosystem and define engagement paths based on relationship stage, interests, influence, and potential impact.
- Partner with Customer Success, Sales, Product, Product Marketing, and Communications to identify customers for engagement 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 by coordinating customer participation, internal stakeholders, timelines, deliverables, and downstream activation.
- 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 events such as roundtables, dinners, workshops, webinars, user sessions, and executive programs.
- Curate speakers, themes, agendas, briefing materials, discussion formats, follow-up, and post-program analysis for events.
- Build the operational framework for Customer Engagement programs, including trackers, templates, workflows, timelines, intake processes, briefing documents, status updates, and retrospectives.
- Act as a liaison across Marketing, Customer Success, Sales, Product, Research, Operations, Communications, and executive stakeholders to ensure program alignment and progress.
- 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, and content activation.
Requirements
- Multidisciplinary customer marketer and strong operator.
- Ability to build trusted customer relationships.
- Experience managing complex programs.
- Skill in creating high-quality experiences.
- Ability to move fluidly between strategy and execution.
- Credible, thoughtful, and comfortable spending time directly with customers.
- Strong judgment, warmth, and attention to detail in customer-facing settings.