Mid Market Customer Success Manager, APAC at Harvey

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Professional ServicesIndustries

Requirements

Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers
Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
Results driven, 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 (preferred, but not required)

Responsibilities

Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions (Strategic Implementation)
Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis (Training & Enablement)
Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience (Client Relationship Management)
Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation (Process Creation)
Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI (Success Metrics Management)
Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations (Advocacy and Engagement)
Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities (Customer Health Monitoring)
Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services (Feedback Loop)

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementStrategic ImplementationClient Workflow IntegrationScalable SolutionsAI AdoptionLaw Firm OperationsIn-House Teams

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The position is hybrid.

What are the key responsibilities of this Customer Success Manager role?

Key responsibilities include leading strategic implementation of Harvey into client workflows, training and enablement of end users, client relationship management for 40+ mid-market clients, process creation for scalability, success metrics management, advocacy, and customer health monitoring.

What is the company culture like at Harvey?

The team is sharp, motivated, and deeply committed to the mission, moving fast with intensity, taking real ownership, staying close to customers, and thriving in ambiguity while pushing for excellence.

What opportunities for growth does this role offer?

The role offers unmatched personal, professional, and financial growth opportunities while helping build a generational company at a true inflection point.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates thrive in ambiguity, push for excellence, have experience guiding clients through AI adoption, excel in relationship management with mid-market clients, and can design scalable processes like playbooks and automation.

Harvey

Custom AI solutions for law firms

About Harvey

Harvey.ai builds custom Large Language Models (LLMs) specifically designed for top law firms to help them tackle complex legal challenges. These AI models are tailored to various legal practice areas and jurisdictions, allowing firms to enhance their efficiency and accuracy in legal work. Harvey.ai's technology includes an AI chatbot developed in collaboration with Allen & Overy, which demonstrates how their solutions can streamline operations and reduce manual workloads. The company operates on a business model that combines customization fees for developing these models with ongoing subscription fees for support and updates. Unlike many competitors, Harvey.ai focuses exclusively on the legal sector, ensuring that their products meet the unique needs of elite law firms. The goal of Harvey.ai is to transform the legal industry by providing advanced AI tools that improve decision-making and operational efficiency while maintaining high standards of data security.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$200.4MTotal Funding

SERIES_CCompany Stage

Cybersecurity, LegalIndustries

201-500Employees

Risks

Over-reliance on partnerships could lead to strategic vulnerabilities if they dissolve.

LexLegis.ai's global expansion poses a competitive threat in legal research.

Rapid AI innovation and crowded CLM market may challenge Harvey's growth.

Differentiation

Harvey offers custom LLMs tailored for elite law firms' complex legal challenges.

The company provides a unified interface for legal workflows, enhancing efficiency.

Harvey's BigLaw Bench evaluates AI accuracy in legal tasks, setting industry standards.

Upsides

Partnership with Icertis enhances contract analysis and risk assessment capabilities.

Expansion into Japan with Mori Hamada Matsumoto opens new revenue streams.

Revamped GenAI Assistant improves user experience and output quality for legal professionals.

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