Mid Market Customer Success Manager at Harvey | Hybrid Hired

About the role

Strategic 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 40+ mid-market clients with a prescriptive and consultative approach and delivering 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.
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.
Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
Experience with Salesforce and Catalyst, are preferred, but not required.

Benefits

Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
A comprehensive 4-week onboarding and training program designed to set you up for success from day one.
Professional development stipend to support your continued learning and growth
Opportunities to grow into work-adjacent teams such as Product, Customer Success, or Technical Content, making this role a strong career stepping stone
Exposure to cross-functional projects and initiatives that impact user operations company-wide
Be part of building something special as a founding member of our Sydney team

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