Customer Success Manager, Mid-Market

📋 Description

• Lead scaled implementation: Drive the integration of Harvey into client workflows across a
• Own the client relationship: Serve as the primary contact for a large book of accounts with a
• Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable
• Manage success metrics and customer health: Leverage adoption rates, utilisation metrics, and other
• Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account
• Close the feedback loop: Relay client insights back to internal Product and GTM teams, aiding the

🎯 Requirements

• Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct
• Excellent communication and strategic planning skills, with the ability to influence and earn the
• A results-driven approach, with the ability to ruthlessly prioritise competing tasks and demanding
• Consultative communication, scaled account management, stakeholder engagement, and customer journey
• Comfort driving adoption of complex AI/LLM tools, and experience using data and CS platforms (e.g.
• A collaborative, team-first mentality; described as committed, collaborative, proactive.

🎁 Benefits

• 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
• Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through
• 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