Scaled Customer Success Manager

About the role

The Scaled Customer Success Manager plays a pivotal role in driving retention, renewal, and expansion outcomes for Harvey's high-volume customer base. This role involves owning the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. The Scaled CSM collaborates closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity.

Responsibilities

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
• Lead scaled customer engagement motions including QBRs, value reviews, and enablement sessions to maximize product adoption and demonstrate ongoing ROI.
• Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.
• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
• Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
• Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

Qualifications

• Experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Proven track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

Skills

• Customer Success Management
• Account Management
• Renewals Strategy
• Customer Engagement
• Strategic Planning
• Communication Skills
• Data Analysis
• Collaboration
• Problem Solving

Benefits

• Flexible Work Schedule
• Health Insurance
• Retirement Plans
• Professional Development Opportunities
• Employee Assistance Programs

Pay

$125,000 - $140,000 OTE Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].

Schedule

Full-time