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Salary: USD 125,000 - 145,000 / annual
Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and backed by world-class investors, the company is scaling rapidly and defining a new category in AI-powered knowledge work.
As a Customer Success Manager, you will manage 40+ mid-market clients (law firms and in-house legal teams), serving as their trusted advisor and primary contact throughout their journey with Harvey. Your core responsibilities include:
**Strategic Implementation & Enablement**: Lead seamless integration of Harvey into client workflows, training end users on LLM capabilities, and ensuring daily adoption of the platform as a mission-critical tool.
**Client Relationship Management**: Deliver a consultative, prescriptive approach to client success, maintaining strong relationships and driving superior customer experience across a high-volume portfolio.
**Scalability & Process Design**: Build and document playbooks, self-help materials, email cadences, and automation frameworks that enable efficient, repeatable service delivery across the mid-market segment.
**Success Metrics & Health Monitoring**: Track adoption rates, ROI benchmarks, and customer health indicators to drive renewal and expansion opportunities while ensuring client satisfaction.
**Cross-functional Advocacy**: Relay client insights and feedback to product, engineering, and leadership teams to inform continuous improvement and shape the product roadmap.
You'll thrive in a fast-moving environment with high ownership expectations. The role offers a rare opportunity to help scale a generational company at an inflection point, directly impacting how legal professionals work.
Ideal candidates bring experience managing high-volume client relationships from legal firms or SaaS organizations, excellent communication and strategic planning skills, and the ability to ruthlessly prioritize competing demands. Salesforce and Catalyst experience is preferred but not required. You should be results-driven, empathetic, structured, and collaborative with a team-first mentality.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
