Scaled Customer Success Manager (SMB)

Highlights

• Drive retention and expansion across a high-volume book of AI customers.
• Lead QBRs and value reviews to deepen Harvey AI adoption and ROI.
• Shape scalable CS playbooks at intersection of AI and customer value.

What they offer

• equity

Ideal candidate

Commercial, proactive CSM who thrives in fast-paced ambiguity and cares about embedding AI deeply into customer workflows to drive lasting value.

Requirements

• 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 meeting or exceeding retention and expansion targets.
• Strong commercial acumen owning renewals conversations and identifying upsell or expansion opportunities.
• Excellent communication and strategic planning skills with ability to deliver polished QBRs and value reviews.
• Data-driven mindset leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
• Collaborative, proactive disposition with comfort operating in a fast-paced, ambiguity-rich environment.