Customer Success Manager, Mid-Market

Highlights

• Guide strategic APAC law firms and enterprises adopting Harvey's agentic AI platform.
• Own high-volume Mid-Market book, driving onboarding, adoption and expansion at pace.
• Help build best-in-class CS playbooks as Harvey's rapidly growing APAC team scales.

What they offer

• Hybrid working: 3 days in Sydney office, 2 days working from home
• Fully covered private hospital insurance plus extras for dental, optical, physio and mental health
• Family and fertility support for fertility treatments, adoption and surrogacy through Carrot
• Paid annual leave, sick leave and fully paid parental leave for all parents
• Daily in-office lunch, wellness memberships through Wellhub and monthly commuting support
• Annual professional development support for courses, certifications, conferences and books
• Monthly remote work allowance for home office, internet and phone expenses
• Four-week paid sabbatical after four years

Ideal candidate

A consultative, results-driven CSM from SaaS, big law, or consulting who thrives managing many accounts at pace and loves embedding AI into customer workflows.

Requirements

• Experience in Enterprise SaaS, legal (big law), or top-tier management consulting with technology project management experience
• Excellent communication and strategic planning skills with ability to influence senior legal and enterprise stakeholders
• Results-driven with ability to ruthlessly prioritize competing tasks across a high-volume book of business
• Consultative scaled account management, stakeholder engagement and customer journey mapping capabilities
• Comfort driving adoption of complex AI/LLM tools and using data and CS platforms
• Strong cross-functional collaboration, product feedback, project management and operational excellence under pressure
• Must have valid Australian work rights