Customer Success Manager, Mid-Market

WHY HARVEY

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re 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. We have strong product-market fit and world-class investor support. We’re 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 Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

ROLE OVERVIEW

As a Mid-Market 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 top enterprises and leading law firms. Based in our Sydney office, you'll be the face of Harvey for some of our most strategic APAC accounts, managing a high-volume book of business where you'll prioritise ruthlessly across competing customer demands. 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. Join a rapidly growing APAC Customer Success team, helping build out best-in-class playbooks and processes as the region scales.

WHAT YOU'LL DO

Lead scaled implementation: Drive the integration of Harvey into client workflows across a high-volume Mid-Market portfolio, ensuring efficient onboarding and optimal use of our AI solutions at pace.

Own the client relationship: Serve as the primary contact for a large book of accounts with a prescriptive, consultative approach, acting as a thought partner to deliver a superior customer experience efficiently at scale.

Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis until it becomes a "must-have" product.

Manage success metrics and customer health: Leverage adoption rates, utilisation metrics, and other KPIs, supported by analytics and feedback, to maintain satisfaction across a high volume of accounts and ensure readiness for renewal and expansion.

Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account, prioritising efficiently across a high volume of renewals and turning users and stakeholders into Harvey advocates within their organisations.

Close the feedback loop: Relay client insights back to internal Product and GTM teams, aiding the continuous improvement of our product and services.

WHAT YOU HAVE

Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing technology projects.

Excellent communication and strategic planning skills, with the ability to influence and earn the trust of stakeholders at various levels, including senior legal and enterprise decision-makers.

A results-driven approach, with the ability to ruthlessly prioritise competing tasks and demanding customers seamlessly across a high-volume book of business.

Consultative communication, scaled account management, stakeholder engagement, and customer journey mapping capabilities across a large portfolio.

Comfort driving adoption of complex AI/LLM tools, and experience using data and CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs and inform success planning.

A collaborative, team-first mentality; described as committed, collaborative, and proactive.

CORE COMPETENCIES

These competencies anchor both the JD and the interview plan:

Scaled Customer Engagement; consultative communication, scaled account management, stakeholder engagement, and customer journey mapping across a high-volume book of business.

Technical Enablement & Product Evangelism; technical onboarding, proactive user enablement, product demonstration, and driving adoption of complex AI/LLM tools.

Analytical Thinking & Metrics-Driven Strategy; data interpretation, KPI tracking, and success planning to maintain customer health and drive ROI.

Cross-Functional Collaboration & Feedback Integration; internal advocacy, product feedback loops, cross-functional teamwork, and process optimisation.

Project Management & Operational Excellence; project planning, stakeholder coordination, deadline management, and the ability to prioritise under pressure.

ADDITIONAL INFORMATION

Location: Sydney, NSW (Hybrid with flexibility)

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

WHAT WE OFFER

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, wellness memberships through Wellhub, 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.

DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.

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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 [email protected]