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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. Founded in 2022 and backed by world-class investors, the company is at a true inflection point with strong product-market fit and rapid scaling.
The Scaled Customer Success Manager role sits within Harvey's Scaled Customer Success team, responsible for driving retention, renewal, and expansion outcomes across a high-volume portfolio of enterprise accounts. This position owns the full commercial lifecycle for assigned customers, blending consultative engagement with data-driven renewals strategy to maximize net revenue retention and gross retention targets.
Key responsibilities include: managing renewals and expansions across a named account portfolio; leading scaled customer engagement motions such as 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 intervention plans; serving as a trusted advisor with a prescriptive, consultative approach to integrate Harvey into customer workflows; collaborating cross-functionally with Legal Engineering, Product, and Sales teams to relay customer insights and influence product roadmap decisions; and building scalable playbooks and processes that elevate team engagement, renewals, and expansion approaches.
Required qualifications: 3+ years of experience in Customer Success, Account Management, or renewals-focused roles within Enterprise SaaS, legal technology, or management consulting; demonstrated track record managing high-volume books of business and consistently meeting or exceeding retention and expansion targets; strong commercial acumen with experience owning renewals conversations and identifying upsell opportunities; excellent communication and strategic planning skills with ability to engage stakeholders at multiple levels and deliver polished QBRs; data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms; collaborative, proactive disposition with team-first mentality and comfort in fast-paced, ambiguity-rich environments.
Harvey operates with three core values: Decisiveness (acting quickly on clear judgment), Simplicity (believing simplicity scales), and Job's Not Finished (never satisfied with current state). The team moves fast, takes ownership, and is deeply committed to the mission of reshaping how critical knowledge work gets done.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
