Program Manager, Customer Engagement & Community

What You'll Do

Customer Community & Advocacy Programs

• Help design, launch, and scale customer community programs that create sustained engagement beyond one-off events, including power user initiatives, advocate cohorts, customer councils, user groups, awards, recognition moments, and loyalty programs.
• Build programming that gives customers meaningful ways to participate, sharing feedback, contributing ideas, joining peer conversations, speaking at events, testing new concepts, and helping shape the future of legal AI.
• Identify opportunities to elevate customer impact through stories, events, panels, research, internal moments, awards, and external programming.
• Create repeatable program models, playbooks, calendars, and operating rhythms that allow customer community and advocacy programs to scale.

Customer & Community Engagement

• Serve as a front-line ambassador for Harvey with customers, power users, champions, speakers, research contributors, executive sponsors, and community members.
• Build genuine customer relationships, understanding each customer’s goals, interests, product usage, influence, and potential role in the broader Harvey ecosystem.
• Help map Harvey’s customer ecosystem and identify the right engagement path for each customer based on relationship stage, interests, influence, and potential impact.
• Partner with Customer Success, Sales, Product, Product Marketing, and Communications to surface customers who should be engaged through stories, events, research, awards, advisory programs, or community initiatives.
• Represent Harvey in customer-facing settings with strong judgment, warmth, credibility, and attention to detail.

Research, Events & Market Leadership Programs

• Support the execution of third-party research initiatives with external partners, helping coordinate customer participation, internal stakeholders, timelines, deliverables, and downstream activation.
• Help recruit and engage customers for research interviews, surveys, validation sessions, roundtables, and working groups.
• Partner with Product Marketing, Communications, Sales, Customer Success, and external research partners to translate research outputs into customer-facing and market-facing assets.
• Lead planning and execution for customer-facing community moments, including roundtables, dinners, workshops, webinars, user sessions, executive programs, and other high-value customer experiences.
• Help curate speakers, themes, agendas, briefing materials, discussion formats, follow-up, and post-program analysis.

Program Operations, Measurement & Scale

• Build the operational backbone for Customer Engagement programs, including trackers, templates, workflows, timelines, intake processes, briefing docs, status updates, and retrospectives.
• Act as a connector across Marketing, Customer Success, Sales, Product, Research, Operations, Communications, and executive stakeholders to keep programs aligned and moving.
• Translate broad ideas into executable plans with clear workstreams, milestones, owners, dependencies, and deliverables.
• Track program inputs and outputs, including participation, engagement, customer feedback, advocate growth, content activation, pipeline influence, and learnings.
• Help move the Customer Engagement function from bespoke execution to scalable, repeatable programs without losing the personal touch that makes the work effective.

What You Have

• 5–8+ years of experience in customer marketing, community, advocacy, lifecycle marketing, events, research programs, program management, customer success, or related roles, ideally at a high-growth SaaS, AI, or technology company.
• Experience building or scaling customer-facing programs such as user groups, customer communities, advocacy programs, executive programs, ambassador programs, advisory boards, awards, customer events, or research-backed thought leadership initiatives.
• Strong multidisciplinary customer marketing instincts: you understand how to create programs that drive engagement, loyalty, advocacy, storytelling, thought leadership, and business impact.
• Experience coordinating with external partners, agencies, research firms, analysts, or other third parties is a strong plus.
• Excellent program management skills, with the ability to manage multiple complex workstreams simultaneously in a fast-moving environment.
• Strong customer presence and relationship-building ability; comfortable engaging with senior customers, power users, executives, partners, and internal leaders.
• High ownership, strong judgment, and a bias toward action. You can operate with ambiguity, make progress without perfect instructions, and know when to escalate or ask for input.
• Excellent written and verbal communication skills, with the ability to synthesize information clearly and keep stakeholders aligned.
• Strong attention to detail and a high bar for customer experience.
• Comfortable balancing strategic program design with hands-on execution.
• Experience with tools such as Notion, Asana, Airtable, Salesforce, customer community platforms, event platforms, survey tools, or marketing automation tools is a plus.
• Familiarity with legal, professional services, AI, research programs, or enterprise software is a plus but not required.