Mid Market Customer Success Manager

Harvey • San Francisco, CA

101d • $125,000 - $145,000

About The Position

As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows. This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale.

Requirements

• Experienced 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.

Nice To Haves

• Experience with Salesforce and Catalyst, are preferred, but not required.

Responsibilities

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

Benefits

• 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.

What This Job Offers

• Number of Employees: 251-500 employees