Mid-Market Customer Success Manager

Requirements

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers
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• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
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• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly
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• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality
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• Experience with Salesforce and Catalyst, are preferred, but not required

• 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
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• This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology
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• You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows
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• 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
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• Strategic Implementation:
  Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions
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• Training & Enablement:
  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
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• Client Relationship Management:
  Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience
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• Process Creation:
  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
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• Success Metrics Management:
  Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI
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• Advocacy and Engagement:
  Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations
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• Customer Health Monitoring:
  Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities
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• Feedback Loop:
  Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services
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• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes
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• A collaborative work environment that promotes growth, learning, and development