Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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