Mid-Market Customer Success Manager

Harvey
San Francisco
Workplace: OnsiteFull timeUSD 125,000 - 145,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Prioritization","Empathy","Collaboration"]

As a Mid Market Customer Success Manager you’ll guide mid-market clients through Harvey’s platform, drive adoption of AI solutions, and design scalable playbooks to maximize value. You’ll manage 40+ clients, collaborate with sales, and help shape the CS program, delivering strong adoption metrics and renewals. You’ll translate client feedback into product improvements and advocate for customers across in-house and external teams.

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Harvey
Harvey
6 months ago

Mid-Market Customer Success Manager

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Last checked: 20 hours agoStatus: Live

Job Summary

As a Mid Market Customer Success Manager you’ll guide mid-market clients through Harvey’s platform, drive adoption of AI solutions, and design scalable playbooks to maximize value. You’ll manage 40+ clients, collaborate with sales, and help shape the CS program, delivering strong adoption metrics and renewals. You’ll translate client feedback into product improvements and advocate for customers across in-house and external teams.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Lead the integration of Harvey into client workflows and ensure seamless adoption of AI solutions.
  • •Provide training and enablement to end users to adopt Harvey as a must-have product.
  • •Serve as the primary contact for 40+ mid-market clients with a prescriptive, consultative approach and high-quality customer experience.
  • •Create scalable processes and playbooks, including documentation, self-help materials, email cadences, and automation to improve long-term mid-market efficiency.
  • •Monitor adoption metrics and ROI to drive client satisfaction and renewal opportunities.

Pay and Benefits

Salary: USD 125,000 - 145,000 annually

Key Requirements

  • •Experience managing a high volume of client cases and/or customers in legal firms or SaaS environments.
  • •Excellent communication and strategic planning skills with ability to influence stakeholders at multiple levels.
  • •Results-driven with the ability to prioritize competing tasks and demanding customers.
  • •Empathetic, collaborative, and team-oriented with a strong work ethic.
  • •Familiarity with Salesforce and Catalyst is preferred but not required.
Experience:SaaSLegal tech
Skills:CommunicationStrategic planningPrioritizationEmpathyCollaboration
Tech Stack:SalesforceCatalyst

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor