Scaled Customer Success Manager @Harvey

Overview

The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume portfolio. The role involves delivering strategic value at scale, ensuring deep customer adoption of AI solutions, and maximizing net revenue retention.

Key Responsibilities

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
• Lead scaled customer engagement motions, including QBRs and enablement sessions, to maximize product adoption and ROI.
• Monitor customer health using data and analytics, identifying churn signals early and executing intervention plans.
• Serve as a trusted advisor to customers, integrating Harvey into their workflows and promoting the benefits of LLMs.
• Collaborate with Legal Engineering, Product, and Sales to relay customer insights and influence the product roadmap.
• Build and refine scalable playbooks and processes for customer engagement and renewals.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Proven track record in managing a high-volume book of business and meeting retention and expansion targets.
• Strong commercial acumen with experience in renewals conversations and upsell opportunities.
• Excellent communication and strategic planning skills to engage stakeholders at multiple levels.
• Data-driven mindset with experience using customer health metrics and CS platforms.
• Collaborative, proactive disposition with a comfort in fast-paced, ambiguous environments.

Benefits

Compensation of $115,000 - $130,000 USD OTE 80/20.

Location

Remote

How to Apply

Please submit your application through the Harvey careers page.