Customer Success Manager, Mid Market

About the role

As a Mid Market Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You will act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will build lasting relationships and partner with Account Executives to renew and expand strategic partnerships.

Responsibilities

• Integrate Harvey into customer workflows, guide administrators with data-backed best practices, and ensure optimal use of AI solutions.
• Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
• Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
• Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
• Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
• Represent customer needs internally and relay insights back to Product and Engineering to continuously improve the Harvey platform.

Required skills

• Customer Success
• SaaS
• Strategic planning
• Stakeholder management
• Revenue management

Qualifications

• 3-4+ years in customer-owning roles at tech or SaaS platforms

About the Company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. The company is scaling fast and defining a new category in real time, with a culture built on the values of Decisiveness, Simplicity, and Job's Not Finished.