Mid-Market Customer Success Manager
Core
Guide mid-market law firms and in-house teams through adoption of Harvey's agentic AI platform, acting as a trusted advisor to integrate the tool into their workflows and ensure maximum value.
Role type
Mid-Market Customer Success Manager (SaaS/Legal Tech)
Builds
Scalable 1:many customer solutions, adoption playbooks, and self-help materials for the mid-market segment.
Domain
Legal technology / AI / Professional services
Deliverable
product features
Required skills
Strategic implementation, training & enablement, client relationship management, process creation, success metrics management, advocacy, customer health monitoring, feedback loop management
Preferred skills
Salesforce, Catalyst
Responsibilities
Lead integration of Harvey into client workflows, evangelize LLM usage to end users, manage 40+ mid-market clients, design scalable playbooks and automation, monitor adoption metrics, drive user engagement, maintain customer health, relay product feedback.
Seniority
Mid-level, hands-on IC