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.

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.

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

Mid-Market Customer Success Manager (LATAM - Portuguese Speaking)

Responsibilities

Qualification

Required

Company

Harvey

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