Scaled Customer Success Manager
harvey
Híbrido
Chicago
Customer Success
Job Score
90 pts
Hybrid model (+80)
Customer Success (+10)
Why Harvey
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’re 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 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
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. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business. The team's mission is to deliver strategic, efficient value at scale—ensuring customers adopt Harvey's AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partners closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery.
What You'll Do
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.
What You Have
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.
Compensation
$112,000 - $168,000
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
#LI-BS1
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
About Customer Success
Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
Key skills include account management, churn analysis, NPS, onboarding, upsell, and cross-sell. Knowledge of CS tools like Gainsight, Totango, and ChurnZero is a differentiator.
CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
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Technical Support is essential to ensure customer satisfaction and retention. Support professionals resolve technical issues, document solutions, and identify patterns that can lead to product improvements.
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Certifications like CISSP, CEH, OSCP, CompTIA Security+, and AWS Security Specialty are important differentiators. Information security professionals are among the highest-paid in the sector, with growing demand especially in fintechs, healthtechs, and large enterprises.
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