中型市场客户成功经理（芝加哥）
Mid-Market Customer Success Manager (Chicago)
为什么选择Harvey
在Harvey，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领域专业知识，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，帮助建立一家具有时代意义的公司，在真正的转折点上共同成长。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，个人、职业和财务上的成长机会无与伦比。
我们的团队行动迅速，有责任感，并对使命充满热情——以高强度的方式运作，贴近客户，不断追求卓越。我们秉持三个价值观：果断、简洁、工作未完成。我们基于清晰的判断快速行动，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，我们期待与你携手共创。
在Harvey，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
作为客户成功经理，你将在引导客户使用Harvey的旅程中发挥关键作用，并帮助定义律师事务所和内部团队未来的工作方式。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。你将作为值得信赖的顾问，深入整合Harvey到他们的业务流程和工作中。该职位还将有机会设计并部署可扩展的一对多解决方案，以高效的方式影响我们广泛的中型企业客户群体。
你将负责的工作
- 战略实施：领导Harvey在客户工作流程中的集成，确保无缝采用并充分利用我们的AI解决方案。
- 培训与赋能：在与终端用户会面并赋能他们日常使用Harvey的过程中，传播LLM的强大功能，使其成为“必备”产品。
- 客户关系管理：以指导性和咨询性的方式，作为40多家中型客户的首要联系人，提供卓越的客户体验。
- 流程创建：通过文档编写、制定操作手册、自助材料、邮件模板和自动化流程，推动运营的可扩展性。
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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 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 both law firms and in-house teams. 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. This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale.
WHAT YOU'LL DO
- Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
- Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
- Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
- Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.
- Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
- Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
- Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
- Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.
WHAT YOU HAVE
- Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
- Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results driven candidates who are 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, are preferred, but not required.
WHAT WE OFFER
- A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
- An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.
- A collaborative work environment that promotes growth, learning, and development.
COMPENSATION RANGE
$125,000 - $145,000 OTE
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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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