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About the Role
As a Customer Success Manager, you will guide clients through their journey with Harvey, helping to define the future of work at law firms and in-house teams. This role is pivotal in ensuring clients adopt our technology and derive maximum value, acting as a trusted advisor to integrate Harvey into their business processes and workflows. You will also design and deploy scalable solutions to serve our mid-market customer base efficiently.
Responsibilities
- Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions.
- Evangelize the power of LLMs and enable end users to adopt Harvey daily, making it a 'must have' product.
- Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach, delivering superior customer experience.
- Drive scalability through documentation, designing playbooks, self-help materials, email cadences, and automation for the mid-market strategy.
- Utilize adoption rates, benchmarks, and key metrics to drive strategies ensuring client satisfaction and high ROI.
- Encourage user and stakeholder engagement, transforming them into Harvey advocates.
- Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
- Relay client insights back to internal teams to aid in continuous product and service improvement.
Requirements
- Must have professional working proficiency in Portuguese.
- Spanish proficiency is preferred.
- Experienced professionals from legal firms or SaaS organizations with direct experience managing a high volume of client cases and/or customers.
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results-driven candidates able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- Empathetic, committed, structured, motivated, and collaborative team players with a team-first mentality.
- Experience with Salesforce and Catalyst is preferred, but not required.
Skills
- AI solutions
- LLMs
- Customer Relationship Management
- Process Creation
- Success Metrics Management
- Salesforce
- Catalyst
Salary/Compensations
- $125,000 - $145,000 OTE
Benefits
- 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.
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.
- We are reshaping how critical knowledge work gets done for decades to come.
- 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.
- We’re scaling fast and defining a new category in real time.
- Our 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.
- We live by three values: Decisiveness, Simplicity, and Job's Not Finished.
- 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