Mid-Market Customer Success Manager

Ovii's Interpretation of the Role

The Mid-Market Customer Success Manager partners with law firms and in‑house teams to drive adoption of Harvey's AI platform, delivering value through strategic implementation, training, and ongoing advocacy. The role balances hands‑on client work with building scalable processes for a growing mid‑market portfolio.

Role Snapshot

• Mid‑market client ownership (40+ accounts)
• Strategic implementation of AI solutions
• Training & enablement of end users
• Process & playbook creation
• Metrics‑driven success management
• Customer advocacy and renewal focus

Must-Have Requirements

• Client relationship management
• Strategic implementation
• Training and enablement
• Process creation
• Success metrics management
• Advocacy and engagement
• Customer health monitoring
• Feedback loop
• Managing high volume of client cases/customers
• Background in legal firms or SaaS organizations

Nice-to-Have Signals

• Salesforce
• Catalyst
• Experience with Salesforce
• Experience with Catalyst

Work Setup

• Location: Chicago, USA
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio

What You'll Likely Work On

• Lead integration of Harvey into client workflows and ensure seamless adoption
• Train and enable end users, positioning the platform as a daily‑must‑have tool
• Own the relationship for 40+ mid‑market clients, delivering consultative guidance
• Design and maintain playbooks, self‑help resources, email cadences and automation for scalability
• Track adoption, benchmarks and health metrics to drive satisfaction and ROI
• Cultivate user advocates and manage renewal/expansion opportunities
• Collect and relay client feedback to product and service teams

Good Fit If You Have

• Excellent communication and ability to influence senior stakeholders
• Strategic, results‑driven mindset with strong prioritization skills
• Empathetic, collaborative team player