# Scaled Customer Success Manager

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** Dallas, TX
**Role:** Customer Success
**Salary:** $112k – $168k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, Renewals, Enterprise Saas, QBRs, Customer Health Metrics, Data Analytics, Upsell, Expansion, Stakeholder Management
**Posted:** 2026-06-23

> Owns renewals, expansions, and scaled customer engagement for a high-volume SaaS portfolio, driving retention and revenue growth through data-driven QBRs and cross-functional collaboration.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/dcc9241b-2487-4c0c-8225-3a0114c885e0
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