Mid-Market Customer Success Manager

Ovii's Interpretation of the Role

Harvey seeks a Mid‑Market Customer Success Manager to guide law‑firm and in‑house clients through adoption of its AI‑powered platform, ensuring they achieve measurable value and growth.

Role Snapshot

• Own adoption of Harvey’s AI platform for mid‑market accounts
• Manage relationships for 40+ clients with a consultative approach
• Design scalable playbooks, documentation, and automation
• Monitor health, adoption, and ROI metrics
• Advocate client feedback to product and service teams

Must-Have Requirements

• Client case management
• Strategic planning & stakeholder influence
• Excellent communication
• Prioritization of competing tasks
• Collaborative teamwork
• Experience managing high‑volume client cases in legal firms or SaaS organizations

Nice-to-Have Signals

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

Work Setup

• Location: San Francisco, United States
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Remote eligibility
• Education requirement

What You'll Likely Work On

• Lead integration of Harvey into client workflows and ensure seamless adoption
• Train and enable end users on the LLM‑powered product
• Serve as primary contact for 40+ mid‑market clients, delivering consultative support
• Create documentation, playbooks, self‑help materials, email cadences, and automation to scale operations
• Track adoption, health, and ROI metrics to drive satisfaction and renewals
• Gather client insights and relay them to internal product and service teams

Good Fit If You Have

• Legal‑firm or SaaS background with high‑volume client management
• Excellent communication and strategic planning to influence stakeholders
• Results‑driven mindset able to prioritize competing tasks
• Empathetic, collaborative team‑first attitude