Mid Market Customer Success Manager
Guide mid-market clients in adopting Harvey's AI platform, manage relationships for 40+ accounts, drive implementation, training, and scalable processes to maximize value and ROI. Requires SaaS/legal experience, strong communication, and tools like Salesforce.
About the job
What You'll Do
- Strategic Implementation: Lead integration of Harvey into client workflows for seamless adoption of AI solutions.
- Training & Enablement: Evangelize LLMs and enable end users for daily adoption.
- Client Relationship Management: Primary contact for 40+ mid-market clients with prescriptive, consultative approach.
- Process Creation: Drive scalability via documentation, playbooks, self-help materials, email cadences, and automation.
- Success Metrics Management: Use adoption rates, benchmarks, and metrics to ensure satisfaction and ROI.
- Advocacy and Engagement: Transform users and stakeholders into Harvey advocates.
- Customer Health Monitoring: Use analytics and feedback for renewals and expansions.
- Feedback Loop: Relay client insights to internal teams for product improvement.
What You Have
- Experience from legal firms or SaaS managing high-volume clients/customers.
- Excellent communication and strategic planning to influence stakeholders.
- Results-driven, able to prioritize tasks and demanding customers.
- Empathetic, committed, structured, motivated team player.
- Experience with Salesforce and Catalyst preferred.
Compensation Range
$125,000 - $145,000 OTE
Skills
Salesforce, Catalyst, Customer Relationship Management, Salesforce CRM, Client Success Metrics, LLMs, Analytics, Playbooks, Automation, Strategic Planning
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