Community Lead, Customer Engagement

Harvey•New York, NY

19h•$159,800 - $219,700

About The Position

Harvey is seeking a Community Lead to help build and scale programs that turn customers into advocates, deepen loyalty, and strengthen Harvey’s customer community. This person will design and operate customer-facing programs that elevate customer voices, create meaningful moments of connection, and give our most engaged users new ways to participate in the Harvey ecosystem. The role spans customer marketing, community, advocacy, events, research, and program management. The right person is a multidisciplinary customer marketer and strong operator: someone who can build trusted customer relationships, manage complex programs, create high-quality experiences, and move fluidly between strategy and execution. One day they may be shaping a new power users program; the next, coordinating a customer roundtable, supporting a third-party research initiative, or building the playbook that allows a program to scale. This person will also serve as an ambassador for Harvey in the customer community. They should be credible, thoughtful, and comfortable spending time directly with customers — learning from them, making connections, identifying new opportunities for engagement, and representing Harvey with warmth and strong judgment. This is a high-visibility role for someone who can be both behind the scenes and in the room: building the systems, timelines, and playbooks that make programs scale, while helping customers feel connected to Harvey and excited to participate in the broader movement shaping legal AI.

Requirements

8+ years of experience in customer marketing, community, advocacy, lifecycle marketing, events, research programs, program management, customer success, or related roles, ideally at a high-growth SaaS, AI, or technology company.
Experience building or scaling customer-facing programs such as user groups, customer communities, advocacy programs, executive programs, ambassador programs, advisory boards, awards, customer events, or research-backed thought leadership initiatives.
Strong multidisciplinary customer marketing instincts: you understand how to create programs that drive engagement, loyalty, advocacy, storytelling, thought leadership, and business impact.
Experience coordinating with external partners, agencies, research firms, analysts, or other third parties is a strong plus.
Excellent program management skills, with the ability to manage multiple complex workstreams simultaneously in a fast-moving environment.
Strong customer presence and relationship-building ability; comfortable engaging with senior customers, power users, executives, partners, and internal leaders.
High ownership, strong judgment, and a bias toward action. You can operate with ambiguity, make progress without perfect instructions, and know when to escalate or ask for input.
Excellent written and verbal communication skills, with the ability to synthesize information clearly and keep stakeholders aligned.
Strong attention to detail and a high bar for customer experience.
Comfortable balancing strategic program design with hands-on execution.

Nice To Haves

Experience with tools such as Notion, Asana, Airtable, Salesforce, customer community platforms, event platforms, survey tools, or marketing automation tools is a plus.
Familiarity with legal, professional services, AI, research programs, or enterprise software is a plus but not required.

Responsibilities

Help design, launch, and scale customer community programs that create sustained engagement beyond one-off events, including power user initiatives, advocate cohorts, customer councils, user groups, awards, recognition moments, and loyalty programs.
Build programming that gives customers meaningful ways to participate, sharing feedback, contributing ideas, joining peer conversations, speaking at events, testing new concepts, and helping shape the future of legal AI.
Identify opportunities to elevate customer impact through stories, events, panels, research, internal moments, awards, and external programming.
Create repeatable program models, playbooks, calendars, and operating rhythms that allow customer community and advocacy programs to scale.
Serve as a front-line ambassador for Harvey with customers, power users, champions, speakers, research contributors, executive sponsors, and community members.
Build genuine customer relationships, understanding each customer’s goals, interests, product usage, influence, and potential role in the broader Harvey ecosystem.
Help map Harvey’s customer ecosystem and identify the right engagement path for each customer based on relationship stage, interests, influence, and potential impact.
Partner with Customer Success, Sales, Product, Product Marketing, and Communications to surface customers who should be engaged through stories, events, research, awards, advisory programs, or community initiatives.
Represent Harvey in customer-facing settings with strong judgment, warmth, credibility, and attention to detail.
Support the execution of third-party research initiatives with external partners, helping coordinate customer participation, internal stakeholders, timelines, deliverables, and downstream activation.
Help recruit and engage customers for research interviews, surveys, validation sessions, roundtables, and working groups.
Partner with Product Marketing, Communications, Sales, Customer Success, and external research partners to translate research outputs into customer-facing and market-facing assets.
Lead planning and execution for customer-facing community moments, including roundtables, dinners, workshops, webinars, user sessions, executive programs, and other high-value customer experiences.
Help curate speakers, themes, agendas, briefing materials, discussion formats, follow-up, and post-program analysis.
Build the operational backbone for Customer Engagement programs, including trackers, templates, workflows, timelines, intake processes, briefing docs, status updates, and retrospectives.
Act as a connector across Marketing, Customer Success, Sales, Product, Research, Operations, Communications, and executive stakeholders to keep programs aligned and moving.
Translate broad ideas into executable plans with clear workstreams, milestones, owners, dependencies, and deliverables.
Track program inputs and outputs, including participation, engagement, customer feedback, advocate growth, content activation, pipeline influence, and learnings.
Help move the Customer Engagement function from bespoke execution to scalable, repeatable programs without losing the personal touch that makes the work effective.