Scaled Customer Success Manager
Own retention, renewals, and expansion across a high-volume Enterprise SaaS customer portfolio. The role combines consultative engagement, data-driven health monitoring, QBRs, and cross-functional collaboration to drive adoption and revenue growth.
About the job
Responsibilities
- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets.
- 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, identify churn signals early, and execute structured intervention plans.
- Serve as a trusted advisor using a prescriptive, consultative approach to integrate Harvey into customer workflows and champion LLMs.
- Collaborate 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 for customer engagement, renewals, and expansion.
Requirements
- 3+ years of experience in Customer Success, Account Management, or renewals-focused roles within Enterprise SaaS, legal technology, or management consulting.
- Track record of managing a high-volume book of business and meeting or exceeding retention and expansion targets.
- Strong commercial acumen, including renewal conversations and identifying upsell or expansion opportunities.
- Excellent communication and strategic planning skills, including presenting polished QBRs and value reviews.
- Data-driven approach using customer health metrics, adoption data, and customer success platforms.
- Collaborative, proactive disposition and comfort operating in a fast-paced, ambiguous environment.
Compensation
- $115,000 - $130,000 USD OTE, with an 80/20 compensation mix.
Skills
Customer Success, Account Management, Enterprise Saas, Legal Technology, Account Renewals, Net Revenue Retention, Customer Health Metrics, Adoption Analytics, QBRs, Value Reviews, LLMs, Customer Success Platforms
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