Customer Success Manager, Mid-Market

Harvey
Sydney
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Stakeholder management","Prioritisation","Collaboration"]

Own customer success for strategic APAC mid-market accounts, guiding clients through scaled onboarding and integration of Harvey into their workflows. Serve as trusted advisor to high-volume accounts, driving adoption of AI/LLM solutions and enabling end users. Use analytics and KPIs to manage customer health, support renewals and expansion with Sales, and feed client insights back to Product and GTM as the region scales.

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Harvey
Harvey
19 hours ago

Customer Success Manager, Mid-Market

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Own customer success for strategic APAC mid-market accounts, guiding clients through scaled onboarding and integration of Harvey into their workflows. Serve as trusted advisor to high-volume accounts, driving adoption of AI/LLM solutions and enabling end users. Use analytics and KPIs to manage customer health, support renewals and expansion with Sales, and feed client insights back to Product and GTM as the region scales.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Drive integration of Harvey into client workflows across a high-volume mid-market portfolio, ensuring efficient onboarding and optimal use of AI solutions.
  • •Serve as primary contact for a large book of accounts with a prescriptive, consultative approach to deliver superior customer experience at scale.
  • •Enable end users by evangelising the power of LLMs through meetings, demonstrations, and ongoing adoption support.
  • •Monitor customer health using adoption rates, utilisation metrics, and KPIs to maintain satisfaction and readiness for renewal/expansion.
  • •Partner with Sales to renew revenue and expand accounts, and relay client insights back to Product and GTM teams for continuous improvement.

Pay and Benefits

Perks:Private HospitalDentalVisionPaid LeaveParental LeaveWellness StipendLearning BudgetHome OfficeInternetCommuting SupportSabbatical

Key Requirements

  • •Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing technology projects.
  • •Excellent communication and strategic planning skills to influence and earn trust of stakeholders at various levels.
  • •A results-driven approach with the ability to ruthlessly prioritise competing tasks across a high-volume book of business.
  • •Consultative communication and scaled account management, including stakeholder engagement and customer journey mapping.
  • •Comfort driving adoption of complex AI/LLM tools, using data and CS platforms (e.g., Catalyst, Salesforce) to track KPIs and inform success planning.
Experience:Enterprise SaaSLegalBig lawManagement consultingAILLMCustomer success
Skills:CommunicationStrategic planningStakeholder managementPrioritisationCollaboration
Tech Stack:AILLMsLLMCatalystSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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