Customer Success Manager ANZ

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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 1500 customers in 60 countries strong product-market fit and world-class investor support were 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 moves fast takes ownership and is deeply committed to the mission operating with intensity staying close to our customers and pushing each other for excellence. We live by three values: Decisiveness Simplicity and Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

As a Customer Success Manager youll 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. Youll 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.

• 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.

• 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.

• Location: Sydney NSW (Hybrid with flexibility)

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

• 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 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.

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Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

Manager