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