# Scaled Customer Success Manager

**Company**: Harvey
**Location**: New York
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $115K - $130K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/cb89e7ec-6643-4cfa-b4d6-ce34b345f46a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/scaled-customer-success-manager-64c3cc39-0bf/

## Description

At Harvey, we're transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.

The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business.

**Responsibilities**

- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.

- Lead scaled customer engagement motions,including QBRs, value reviews, and enablement sessions,to maximize product adoption and demonstrate ongoing ROI.

- Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.

- Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.

- Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.

- Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.

**Requirements**

- 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.

- Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.

- Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.

- Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.

- Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.

- Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

**Compensation** $115,000 - $130,000 USD

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## Skills

### Required
- Customer Success
- Account Management
- renewals-focused
- Enterprise SaaS
- legal technology
- management consulting
- commercial acumen
- strategic planning
- data-driven mindset

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/cb89e7ec-6643-4cfa-b4d6-ce34b345f46a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)