Mid-Market Customer Success Manager

Role Overview

The Customer Success Manager will guide clients through their journey with Harvey, helping to define the future of work for law firms and in-house teams. This role is crucial for ensuring clients adopt and maximize the value from Harvey’s AI solutions.

What You'll Do

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach, delivering a superior customer experience.
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure efficiency in our mid-market strategy.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

What You Have Experieced

• Professionals from legal firms or SaaS organizations with direct experience managing a high volume of client cases and/or customers.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results-driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
• Experience with Salesforce and Catalyst, though not required.

What We Offer

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients’ businesses operate and thrive.
• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.

Pay

$125,000 - $145,000 OTE