Mid Market Customer Success Manager

Why Harvey

Harvey is a secure AI platform for professionals in law, tax, and finance that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized by our expert team of lawyers, engineers and research scientists. We've found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world like A&O, PwC, and many others.

• Strategic investors: Raised over $100 million from strategic investors including Sequoia, Kleiner Perkins, and the OpenAI Startup Fund.

• World-class team: Harvey is hiring the best technical and non-technical talent from places like DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Superhuman, and Glean.

• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.

• Performance: $0-20M ARR in the last 12 months.

• Value: Top of market cash and equity compensation.

Role

As a Mid-Market Customer Success Manager, you'll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both Law Firms and in-house teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows. This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner.

Responsibilities

• 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 30+ 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, NPS, 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.

Qualifications

• Experienced professionals from legal firms (mid-market) 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, Catalyst, Skilljar, and Intercom are preferred, but not required.

What We Offer

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.

• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.

• A collaborative work environment that promotes growth, learning, and development.

Compensation

In consideration of market analysis and relevant factors, the salary range for this position is set between $120,000 and $200,000. However, adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description. Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.