中型市场客户成功经理
Customer Success Manager, Mid-Market
为什么选择哈维
在哈维，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的专业知识，我们正在重塑未来几十年关键知识工作的完成方式。
这是一个难得的机会，帮助打造一家世代公司，在真正的转折点上共同前进。我们拥有强大的产品市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个新类别。这项工作充满雄心，标准很高，成长的机会——个人、职业和财务方面——是无与伦比的。
我们的团队行动迅速，承担责任，并对使命有深刻承诺——以高强度运作，贴近客户，互相推动追求卓越。我们秉持三个价值观：果断、简洁和工作未完成。我们在清晰判断的基础上快速行动，而非等待完美信息，我们相信简洁才是可扩展的关键，我们从不满足于现状。如果你希望与志同道合的人一起，做出职业生涯中最出色的工作，我们期待与你一起创造。
在哈维，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概述
作为中型市场客户成功经理，你将在引导客户使用哈维的过程中发挥关键作用，并帮助定义顶级企业和领先律所的工作未来。你将位于悉尼办公室，成为我们一些最重要的亚太区客户的主要联系人，管理大量业务，同时在各种客户需求之间进行无情的优先排序。这个职位对于确保客户不仅采用我们的技术，还能从中获得最大价值至关重要。你将成为客户的可信顾问，深入整合哈维到他们的业务流程和工作中。加入快速增长的亚太区客户成功团队，帮助建立行业领先的指南和流程，随着区域的发展不断推进。
你将负责的工作
推动规模化实施：在高数量的中型市场客户组合中，推动哈维与客户工作流程的整合，确保高效导入并快速优化使用我们的AI解决方案。
负责客户关系：以指导性和咨询性的方式，作为大量客户账户的主要联系人，作为思想伙伴，高效地提供卓越的客户体验。
推动赋能和产品推广：推广哈维的威力
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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 accommodations@harvey.ai