Scaled Customer Success Manager

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.

The Scaled Customer Success Manager joins Harveys Scaled Customer Success team to drive retention renewal and expansion outcomes across a high-volume book of business. The teams mission is to deliver strategic efficient value at scaleensuring customers adopt Harveys AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partners closely with Sales Legal Engineering and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery.

• Own renewals and expansions across a named portfolio of accounts driving net revenue retention and gross retention targets through proactive commercial engagement.

• Lead scaled customer engagement motionsincluding QBRs value reviews and enablement sessionsto maximize product adoption and demonstrate ongoing ROI.

• Monitor customer health using data and analytics identifying churn signals early and executing structured intervention plans to protect and grow revenue.

• Serve as a trusted advisor to customers with a prescriptive consultative approach integrating Harvey into their workflows and championing the power of LLMs.

• Collaborate cross-functionally with Legal Engineering Product and Sales to relay customer insights influence the product roadmap and align on shared goals.

• Build and refine scalable playbooks and processes that elevate the teams approach to customer engagement renewals and expansion.

• 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 consistently meeting or exceeding retention and expansion targets.

• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.

• Excellent communication and strategic planning skills with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.

• Data-driven mindset with experience leveraging customer health metrics adoption data and CS platforms to inform strategy.

• Collaborative proactive disposition with a team-first mentality and comfort operating in a fast-paced ambiguity-rich environment.

$125-140k OTE

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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