Hybrid Customer Success & Renewals Manager, Mid-Market

at Harvey

• Job title: Customer Success & Renewals Manager, Mid-Market
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Manager for mid-market clients at Harvey, integrating AI solutions into workflows. Leading renewals and customer engagement with a strong consultative approach.

Responsibilities

• Scaled Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis as it becomes a “must have” product.
• Client Relationship Management: Serve as the primary contact for a portfolio of ~90+ mid-market clients, adopting a prescriptive and consultative approach to deliver a superior customer experience.
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long-term mid-market strategy.
• Post Sale Lifecycle Ownership & Renewals: Manage the entire client lifecycle, including upsells and contract renewals, with a focus on long-term success and value realization.
• Renewals & Commercial Ownership: Own and forecast renewals, conduct proactive risk mitigation, lead pricing conversations, and ensure successful contract execution.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Requirements

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk.
• Demonstrated ability to ruthlessly prioritize across a wide portfolio and manage competing demands with operational rigor.
• Strong comfort with ambiguity and a builder’s mindset—able to iterate on processes, pilot new engagement models, and contribute to scalable 1:many initiatives.
• Results-driven candidates who are able to prioritize competing tasks and demanding customers seamlessly.
• Team player described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
• Experience with Salesforce and Catalyst are preferred but not required.

Benefits

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.