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Salary: USD 125,000 - 145,000 / annual
Harvey is an AI platform transforming legal and professional services through 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 real time.
As a Customer Success Manager, you will guide mid-market clients (40+ accounts) through their journey with Harvey, ensuring adoption and maximum value realization from the AI platform. You'll act as a trusted advisor, deeply integrating Harvey into law firms' and in-house legal teams' business processes and workflows.
Key responsibilities include:
- Leading strategic implementation of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions
- Training and enabling end users to adopt Harvey daily, evangelizing the power of LLMs and positioning the product as mission-critical
- Serving as the primary contact for 40+ mid-market clients with a prescriptive, consultative approach
- Designing and deploying scalable 1:many solutions including documentation, playbooks, self-help materials, email cadences, and automation to drive efficiency at scale
- Managing success metrics including adoption rates and benchmarks to drive client satisfaction and ROI
- Encouraging user and stakeholder engagement to transform clients into Harvey advocates
- Monitoring customer health using analytics and feedback to ensure satisfaction and readiness for renewal and expansion
- Relaying client insights to internal teams to inform product and service improvements
You'll work in a fast-moving environment where the team operates with intensity, stays close to customers, and pushes for excellence. The company values decisiveness, simplicity, and a "job's not finished" mentality.
REQUIREMENTS:
- Must have professional working proficiency in Portuguese; Spanish also preferred
- Experienced professional from legal firms or SaaS organizations with direct experience managing high volume of client cases and/or customers
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
- Results-driven with ability to ruthlessly prioritize competing tasks and demanding customers
- Team player described as empathetic, committed, structured, motivated, and collaborative
- Experience with Salesforce and Catalyst preferred but not required
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
