Mid-Market Customer Success Manager (LATAM - Portuguese Speaking)
About The Position
As a Customer Success Manager, you will guide clients through their journey with Harvey and help shape the future of work at law firms and in-house teams. You will help clients adopt Harvey and derive maximum value from its technology, serving as a trusted advisor and integrating the platform into their business processes and workflows. The role also includes designing and deploying scalable one-to-many solutions for Harvey’s mid-market customer base. You will lead client implementations, enable users to adopt Harvey, and manage relationships with 40+ mid-market clients. You will develop scalable processes and resources, use customer metrics to support satisfaction and return on investment, encourage client advocacy, monitor customer health and renewal or expansion readiness, and share client insights with internal teams.
Requirements
- Professional working proficiency in Portuguese.
- Experience in a legal firm or SaaS organization, including direct experience managing a high volume of client cases and/or customers.
- Excellent communication and strategic planning skills, with the ability to influence stakeholders at various levels.
- Ability to prioritize competing tasks and demanding customers effectively.
- Empathetic, committed, structured, motivated, and collaborative, with a team-first mentality.
Nice To Haves
- Spanish proficiency.
- Experience with Salesforce and Catalyst.
Responsibilities
- Lead the integration of Harvey into client workflows to support seamless adoption and effective use of its AI solutions.
- Train and enable end users to adopt Harvey in their daily work and promote the value of LLMs.
- Serve as the primary contact for 40+ mid-market clients, using a consultative and prescriptive approach.
- Create documentation, playbooks, self-help materials, email cadences, and automation to improve efficiency and scalability.
- Use adoption rates, benchmarks, and other metrics to guide strategies for customer satisfaction and return on investment.
- Encourage user and stakeholder engagement and develop client advocates within their organizations.
- Monitor customer health using analytics and feedback, and assess readiness for renewals and expansion opportunities.
- Relay client insights to internal teams to support continuous improvement of products and services.
Benefits
- Opportunity to work at the forefront of AI technology and innovation and directly affect how clients' businesses operate.
- Opportunity to contribute to the growth and direction of the Customer Success program by building playbooks and processes.
- Collaborative work environment that promotes growth, learning, and development.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
