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Salary: USD 115,000 - 130,000 / 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 real time.
As a Scaled Customer Success Manager, you'll own the full commercial lifecycle for a high-volume portfolio of accounts, driving retention, renewal, and expansion outcomes. Your mission is to deliver strategic, efficient value at scale—ensuring customers adopt Harvey's AI solutions deeply and renew with confidence.
Key responsibilities include:
- Managing renewals and expansions across a named account portfolio, driving net revenue retention and gross retention targets through proactive commercial engagement
- Leading scaled customer engagement motions including quarterly business reviews (QBRs), value reviews, and enablement sessions to maximize product adoption and demonstrate ROI
- Monitoring customer health using data and analytics to identify churn signals early and execute structured intervention plans
- Serving as a trusted advisor to customers with a consultative approach, integrating Harvey into their workflows and championing AI capabilities
- Collaborating cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals
- Building and refining scalable playbooks and processes that elevate the team's customer engagement, renewals, and expansion approach
You bring 3+ years of experience in Customer Success, Account Management, or renewals-focused roles within Enterprise SaaS, legal technology, or management consulting. You have a demonstrated track record managing high-volume books of business and consistently meeting or exceeding retention and expansion targets. Strong commercial acumen, excellent communication and strategic planning skills, and a data-driven mindset are essential. You're collaborative, proactive, and comfortable operating in a fast-paced, ambiguity-rich environment.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
