Mid Market Customer Success Manager

Harvey AI Inc.

Job Overview

Location

Singapore

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager, you'll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in-house teams.
• This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology.
• You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows.
• This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale.
• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

🎯 Requirements

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity for growth - personal, professional, and financial.
• Collaborative and dynamic work environment.

Skills & Technologies

Mid-level

Onsite

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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