Mid Market Customer Success Manager

You'll be a trusted advisor to 40+ mid-market clients at Harvey, helping law firms and in-house teams adopt our agentic AI platform and maximize their investment. This role balances high-touch relationship management with scalable systems, directly driving retention, expansion, and the future of professional services.

What you'll do

• Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Serve as the primary consultative contact for 40+ mid-market clients, delivering a superior customer experience at scale.
• Evangelize LLMs and enable end users to adopt Harvey as a daily, must-have product through targeted training and enablement.
• Build scalable playbooks, self-help materials, and automated processes that drive efficiency across the mid-market strategy.
• Monitor customer health using adoption benchmarks and key metrics to ensure high ROI and identify renewal and expansion opportunities.
• Channel client insights back to internal teams to continuously improve Harvey's product and services.

What Harvey is looking for

• Direct experience managing a high volume of clients or cases within legal firms, SaaS organizations, or similar environments.
• Excellent communication and strategic planning skills, with a proven ability to influence stakeholders at various levels.
• A results-driven approach to ruthlessly prioritizing competing tasks and delivering outcomes for demanding customer portfolios.
• An empathetic, structured, and collaborative team player who thrives in fast-paced, high-intensity environments.
• Familiarity with Salesforce and customer success platforms (preferred).