Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Scaled Customer Success Manager drives retention, renewal, and expansion for a high-volume book of business. This role ensures customers deeply adopt Harvey's AI solutions and renew with confidence, owning the full commercial lifecycle for a portfolio of accounts by blending consultative engagement with data-driven renewals to maximize net revenue retention. The role collaborates with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunities.

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, value reviews, and enablement sessions, to maximize product adoption and demonstrate ongoing ROI.
Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.
Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.

Requirements

3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

Experience Level

3+ years

Salary/Compensations

$115,000 - $130,000 USD OTE 80/20

About the Company

At Harvey, we’re transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
This is a rare chance to help build a generational company at a true inflection point with strong product-market fit and world-class investor support.
The team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence.
Harvey's values are Decisiveness, Simplicity, and Job's Not Finished.
At Harvey, the future of professional services is being written today — and we’re just getting started.

Equal Opportunity

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.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai