Customer Success & Renewals Manager, Harvey
Mid-Market, EMEA
3 days a week in office
Domain-specific AI for legal and professional services
Open for applications
Domain-specific AI for legal and professional services
501-1000 employees
Open for applications
3 days a week in office
501-1000 employees
Company mission
To help professionals develop expertise, faster.
Role
Who you are
- 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
- Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk
- Demonstrated ability to ruthlessly prioritize across a wide portfolio and manage competing demands with operational rigor
- Strong comfort with ambiguity and a builder’s mindset—able to iterate on processes, pilot new engagement models, and contribute to scalable 1:many initiatives
- Results-driven candidates who are able to prioritize competing tasks and demanding customers seamlessly
- Team player described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality
- Experience with Salesforce and Catalyst are preferred but not required
What the job involves
- As a Customer Success Manager for our Mid-Market (MM) segment, 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 legal 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 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale
- Scaled 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 a portfolio of ~90+ mid-market clients, adopting a prescriptive and consultative approach to deliver 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
- Post Sale Lifecycle Ownership & Renewals: Manage the entire client lifecycle, including upsells and contract renewals, with a focus on long-term success and value realization
- Renewals & Commercial Ownership: Own and forecast renewals, conduct proactive risk mitigation, lead pricing conversations, and ensure successful contract execution
- 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
- Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services
Salary benchmarks
Our take
The explosive popularity of generative AI tools has seen specialized solutions popping up for all kinds of industries. Hoping to help supercharge efficiency and productivity for legal teams, Harvey supplies generative AI that can assist with documentation, as well as aid research and optimize workflows.
Via natural language instructions, Harvey helps draft and analyze legal documents. It can also answer complex questions across large document sets, or even handle research queries that cover multiple domains in legal, regulatory and tax.
Its ability to support legal practitioners as if it's another member of the team is what makes Harvey particularly interesting. This approach has seen the company raise substantial funding, reaching Unicorn status in 2024. Funds are now being used to expand to new geographies, grow headcount and further collect and curate data to train more “domain-specific” AI models.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 9 rounds)
Oct 2025
$160m
LATE VC
Oct 2025
$59m
GROWTH EQUITY VC
Total funding: $1.0bn
Company HQ
Financial District, San Francisco, CA
Leadership
Winston Weinberg
(Co-Founder & CEO)Graduated with a Juris Doctor from the USC Gould School of Law, then spent 1 year as an Associate at O'Melveny & Myers before founding Harvey.
Gabe Pereyra
(Co-Founder & President)Previously worked as a Research Scientist at Meta and DeepMind. Also spent a year as a Brain Resident at Google.
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