Customer Success Manager, Mid-Market
Remote • Sydney • FullTime
Posted 13h ago
Job Location
Sydney
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 is a unique opportunity 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 Mid-Market Customer Success Manager, you will guide clients through their journey with Harvey, helping define the future of work at top enterprises and leading law firms. You will be the face of Harvey for strategic APAC accounts, managing a high-volume book of business and ensuring clients adopt and derive maximum value from our technology.
Responsibilities
- Lead scaled implementation of Harvey into client workflows for efficient onboarding and optimal use of AI solutions.
- Own client relationships as the primary contact, acting as a consultative thought partner to deliver a superior customer experience at scale.
- Evangelize the power of LLMs and enable end-users to adopt Harvey daily, making it a 'must-have' product.
- Manage customer success metrics and health using adoption rates, utilization, and KPIs to ensure satisfaction, readiness for renewal, and expansion.
- Partner with Sales to renew existing revenue and expand accounts, turning users and stakeholders into Harvey advocates.
- Relay client insights to Product and GTM teams to aid continuous improvement of products and services.
Requirements
- Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing technology projects.
- Excellent communication and strategic planning skills, with the ability to influence and earn trust from stakeholders, including senior legal and enterprise decision-makers.
- Results-driven approach with the ability to ruthlessly prioritize competing tasks and demanding customers across a high-volume book of business.
- Consultative communication, scaled account management, stakeholder engagement, and customer journey mapping capabilities across a large portfolio.
- Comfort driving adoption of complex AI/LLM tools.
- Experience using data and CS platforms (e.g., Catalyst, Salesforce) to track KPIs and inform success planning.
- Collaborative, team-first mentality; described as committed, collaborative, and proactive.
Benefits
- Structured hybrid working arrangement (3 days in office, 2 days remote).
- Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Support for fertility treatments, adoption, and surrogacy through Carrot.
- Comprehensive retirement and security coverage.
- Paid annual leave, sick leave, and fully paid parental leave.
- Daily in-office lunch.
- Wellness memberships through Wellhub.
- Monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly remote work allowance.