Scaled Customer Success Manager

Harvey
New York
Workplace: HybridFull timeUSD 115,000 - 130,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Stakeholder management","Data-driven mindset","Collaboration"]

Own renewals, retention, and expansion for a high-volume portfolio of enterprise accounts, driving net revenue retention and gross retention targets. Lead scaled customer engagement motions like QBRs, value reviews, and enablement sessions to maximize adoption and demonstrate ROI. Monitor customer health using data and CS metrics, intervene early on churn signals, and use customer insights to influence roadmap decisions in partnership with Sales, Legal Engineering, and Product.

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Harvey
Harvey
2 days ago

Scaled Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own renewals, retention, and expansion for a high-volume portfolio of enterprise accounts, driving net revenue retention and gross retention targets. Lead scaled customer engagement motions like QBRs, value reviews, and enablement sessions to maximize adoption and demonstrate ROI. Monitor customer health using data and CS metrics, intervene early on churn signals, and use customer insights to influence roadmap decisions in partnership with Sales, Legal Engineering, and Product.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own renewals and expansions across a named portfolio, driving net revenue retention and gross retention targets through proactive engagement.
  • •Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions—to maximize adoption and ROI.
  • •Monitor customer health using data and analytics, identifying churn signals early and executing intervention plans to protect and grow revenue.
  • •Serve as a trusted, prescriptive advisor by integrating Harvey into customer workflows and championing LLM capabilities.
  • •Collaborate with Legal Engineering, Product, and Sales to relay customer insights, influence roadmap direction, and align on shared goals.

Pay and Benefits

Salary: USD 115,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years of experience in Customer Success, Account Management, or renewals-focused roles in Enterprise SaaS, legal technology, or management consulting.
  • •Demonstrated track record managing a high-volume book of business and meeting or exceeding retention and expansion targets.
  • •Experience owning renewals conversations and identifying upsell/expansion opportunities within existing accounts.
  • •Strong communication and strategic planning skills, including delivering polished QBRs and value reviews to stakeholders at multiple levels.
  • •Data-driven mindset using customer health metrics, adoption data, and CS platforms to inform strategy.
Experience:Enterprise SaaSLegal technologyManagement consulting
Skills:CommunicationStrategic planningStakeholder managementData-driven mindsetCollaboration
Tech Stack:LLMs

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