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HarveyHarveyChicago, IL

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.

125k – 145k/yr
HybridCustomer Success

About the role

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

SalesforceCatalystCustomer Relationship ManagementSalesforce CRMClient Success MetricsLLMsAnalyticsPlaybooksAutomationStrategic Planning
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