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Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company is at a critical growth inflection point with strong product-market fit and world-class investor backing.
As a Mid-Market Customer Success Manager based in Sydney, you will be the primary point of contact for a high-volume portfolio of strategic APAC accounts, guiding clients through their journey with Harvey and ensuring they derive maximum value from the platform. You'll work across top enterprises and leading law firms, acting as a trusted advisor and thought partner.
Key responsibilities include:
• Leading scaled implementation: Drive integration of Harvey into client workflows across a large Mid-Market portfolio, ensuring efficient onboarding and optimal adoption of AI solutions at pace.
• Owning client relationships: Serve as the primary contact for a large book of accounts with a prescriptive, consultative approach, delivering superior customer experience at scale.
• Driving enablement and product evangelism: Evangelize LLM capabilities to end users daily, helping Harvey become a "must-have" product within client organizations.
• Managing success metrics and customer health: Leverage adoption rates, utilization metrics, and KPIs to maintain satisfaction across a high-volume portfolio and ensure readiness for renewal and expansion.
• Growing and retaining revenue: Partner with Sales to renew existing revenue and expand accounts, turning users and stakeholders into Harvey advocates.
• Closing the feedback loop: Relay client insights to Product and GTM teams to inform continuous improvement.
You'll be part of a rapidly growing APAC Customer Success team, helping build best-in-class playbooks and processes as the region scales. The role requires ruthless prioritization across competing customer demands and the ability to operate with intensity while maintaining deep customer relationships.
Harvey's culture is anchored in three values: Decisiveness (acting quickly on clear judgment), Simplicity (believing simplicity scales), and Job's Not Finished (never satisfied with the status quo). The team moves fast, takes ownership, and is deeply committed to the mission.
The position is hybrid with flexibility: 3 days in the Sydney office, 2 days working from home.
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 ability to influence and earn trust of stakeholders at various levels, including senior legal and enterprise decision-makers.
• Results-driven approach with 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 and experience using data and CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs and inform success planning.
• Collaborative, team-first mentality; described as committed, collaborative, and proactive.
• Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
