Customer Success Manager • Mid-Level

Who you are

You have a proven track record in customer success management, ideally within the enterprise sector, where you've successfully driven customer engagement and satisfaction. Your ability to build strong relationships with clients is complemented by your understanding of the legal and professional services landscape, allowing you to effectively guide customers through their journey with AI integration. You thrive in environments that require adaptability and are comfortable navigating ambiguity while pushing for excellence in service delivery.

You possess excellent communication skills, enabling you to articulate complex concepts clearly to diverse audiences, from technical teams to executive leadership. Your experience in managing customer expectations and delivering on commitments has equipped you with the skills necessary to foster trust and loyalty among clients. You are motivated by the opportunity to shape the future of work and are eager to contribute to a mission-driven organization.

Desirable

Experience in the legal tech industry or familiarity with AI applications in professional services would be advantageous. A background in project management or consulting can also enhance your ability to deliver value to clients effectively.

What you'll do

As an Enterprise Customer Success Manager at Harvey, you will take ownership of customer relationships, ensuring that clients realize the full value of our AI-driven solutions. You will work closely with customers to understand their unique needs and challenges, guiding them through the integration process and helping them leverage our platform to enhance their workflows. Your role will involve collaborating with cross-functional teams, including product and engineering, to advocate for customer needs and drive product improvements based on feedback.

You will develop and implement success plans tailored to each customer, focusing on key performance indicators that align with their business objectives. Regular check-ins and reviews will be part of your routine, allowing you to monitor progress and address any concerns proactively. You will also facilitate training sessions and workshops to empower users and ensure they are equipped to maximize the benefits of our solutions.

In addition to managing existing accounts, you will identify opportunities for expansion and upselling, contributing to the overall growth of the customer base. Your insights will be invaluable in shaping our customer success strategy and enhancing the overall customer experience.

What we offer

At Harvey, you will be part of a dynamic team that is committed to transforming the legal and professional services landscape. We offer a collaborative work environment where innovation is encouraged, and your contributions will have a direct impact on our success. You will have access to professional development opportunities to enhance your skills and advance your career within the organization. We believe in recognizing and rewarding hard work, and you will find a culture that values excellence and dedication.