Scaled Customer Success Manager

What You'll Do

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
• Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions—to maximize product adoption and demonstrate ongoing ROI.
• Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.
• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
• Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
• Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.

What You Have

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.