Scaled Customer Success Manager

TL;DR

Scaled Customer Success Manager (Enterprise SaaS/AI): Own renewals and expansions across a high-volume portfolio to drive net revenue retention and gross retention targets with an accent on QBRs, customer health analytics, and structured intervention plans. Focus on consultative, data-driven customer engagement that maximizes adoption of AI/LLM solutions and translates customer feedback into roadmap influence.

Location: Chicago

Salary: $112,000–$168,000 USD (Offers Equity)

Company

Harvey builds an enterprise platform that applies agentic AI and deep domain expertise to transform legal and professional services.

What you will do

• Own renewals and expansions for a named portfolio, driving net revenue retention and gross retention targets.
• Run scaled customer engagement motions, including QBRs, value reviews, and enablement sessions to maximize product adoption and ROI.
• Track customer health using data and analytics, detect churn signals early, and execute structured intervention plans.
• Act as a trusted, prescriptive advisor by integrating Harvey into customer workflows and championing LLM-powered value.
• Collaborate 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 for customer engagement, renewals, and expansion.

Requirements

• 3+ years of experience in Customer Success, Account Management, or renewals-focused roles in Enterprise SaaS, legal technology, or management consulting.
• Proven track record managing a high-volume book of business and meeting/exceeding retention and expansion targets.
• Commercial acumen with experience owning renewals conversations and identifying upsell/expansion opportunities.
• Strong communication and strategic planning skills, including delivering polished QBRs and value reviews to stakeholders at multiple levels.
• Data-driven mindset using customer health metrics, adoption data, and CS platforms to guide strategy.
• Comfort operating in a fast-paced, ambiguity-rich environment with a team-first, proactive approach.

Culture & Benefits

• Work on AI-driven products with a focus on customer value delivery and measurable retention outcomes.
• High-ownership environment with fast execution and strong emphasis on customer proximity.
• Values-driven culture centered on decisiveness, simplicity, and continuous improvement.
• Compensation range of $112,000–$168,000 USD with equity offered.

Hiring process

• Interviews focused on customer success/renewals experience, retention metrics, and scaled engagement execution.
• Discussion of how you use data (customer health/adoption) to drive interventions and expansion.
• Cross-functional alignment on collaboration with Sales, Product, and Legal Engineering.