Mid Market Customer Success Manager, Sydney

WHY HARVEY

At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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 1000+ 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.

At Harvey, the future of professional services is being written today — and we’re just getting started.

ROLE OVERVIEW

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.

WHAT YOU'LL DO

- 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.

- Renewal Ownership: Own renewals and expansions for a subset of your accounts, owning the full end to end post-sales experience for this group of customers.

- Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

WHAT YOU HAVE

- 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.

- Experience with Salesforce and Catalyst, are preferred, but not required.

ADDITIONAL INFORMATION

- Location: Sydney, NSW (Hybrid with flexibility)

- Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role

WHAT WE OFFER

- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home

- Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.

- Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.

- Retirement & Security: Comprehensive coverage designed to support your long-term well-being.

- Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.

- Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.

- Professional Development: Annual support for courses, certifications, conferences, and books.

- Remote Work Allowance: Monthly support for home office, internet, and phone expenses.

- Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].

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We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai