Scaled Customer Success Manager
Core
Drive retention, renewal, and expansion outcomes for a high-volume book of business in an enterprise AI legal platform.
Role type
Scaled Customer Success Manager (Enterprise SaaS)
Builds
Harvey's AI-powered legal and professional services platform
Domain
Legal technology / Enterprise SaaS / AI
Deliverable
production ML models | product features
Required skills
Net revenue retention strategy, QBRs and value reviews, churn risk identification, consultative account management, cross-functional collaboration, scalable playbook development
Preferred skills
Experience in legal tech or management consulting, data-driven decision making, commercial acumen
Technologies
CS platforms, customer health metrics, LLMs
Responsibilities
Own renewals and expansions across a named portfolio of accounts; Lead scaled customer engagement motions including QBRs and enablement sessions; Monitor customer health using data and analytics to execute intervention plans; Collaborate with Legal Engineering, Product, and Sales to influence the roadmap; Build and refine scalable playbooks for customer engagement and expansion
Seniority
Mid-level, hands-on IC
