About this role
Professionals who thrive in fast-moving environments and possess a consultative, results-driven approach will find an ideal home at Harvey. The team operates at the intersection of law and frontier agentic AI, building enterprise platforms that reshape how critical knowledge work is performed globally. Based in the Sydney office, the incoming Mid-Market Customer Success Manager will guide key APAC clients through their technology adoption journey, managing a high-volume portfolio and serving as a trusted advisor to top enterprises and leading law firms.
Day to day, the position involves leading scaled implementation, driving product evangelism for complex LLM tools, tracking health metrics, and partnering with sales to secure renewals and revenue expansion. The organization values decisiveness, simplicity, and relentless execution, moving quickly with clear judgment while staying close to customers. Individuals who enjoy building out best-in-class playbooks and want to shape category-defining technology will find significant room for personal and professional growth.
What you will do
- Lead scaled implementation by driving the integration of Harvey into client workflows across a high-volume Mid-Market portfolio.
- Serve as the primary contact for a large book of accounts using a prescriptive, consultative approach.
- Evangelize the power of large language models to enable daily user adoption until the product becomes essential.
- Monitor adoption rates, utilization metrics, and key performance indicators to maintain account satisfaction and ensure renewal readiness.
- Partner with the sales team to retain existing revenue and expand account footprints.
- Relay client insights back to internal product and go-to-market groups to support continuous service improvement.
What you need
- Bring background experience in enterprise software-as-a-service, legal sectors, or top-tier management consulting.
- Demonstrate direct experience in managing technology projects and coordinating with stakeholders.
- Exhibit excellent communication and strategic planning abilities to influence senior legal and enterprise decision-makers.
- Possess a results-driven mindset with the capability to prioritize competing tasks across a large book of business.
- Show comfort in driving the adoption of complex artificial intelligence and large language model tools.
- Have experience utilizing data and customer success platforms like Catalyst or Salesforce to track metrics and inform planning.
Benefits
- Fully covered private hospital insurance with extras for dental, optical, physio, and mental health
- Family and fertility support for treatments, adoption, and surrogacy
- Paid annual leave, sick leave, and fully paid parental leave
- Daily in-office lunch, wellness memberships, and monthly commuting support
- Annual professional development support for courses, certifications, conferences, and books
- Monthly remote work allowance for home office, internet, and phone expenses
Skills and tech stack
Questions candidates ask
What is the remote work and office policy for this role?
The position follows a structured hybrid working arrangement based out of the Sydney office, requiring three days in the office and two days working from home.
What tools and platforms will I use in this position?
You will drive the adoption of complex AI and LLM tools while using customer success platforms and data tools like Catalyst and Salesforce to track KPIs.
Does the company provide visa sponsorship for applicants?
Candidates must have valid Australian work rights, as Harvey does not currently offer visa sponsorship for this role.
What kind of team culture and values does Harvey maintain?
The team operates with intensity, stays close to customers, and lives by three core values: Decisiveness, Simplicity, and Job's Not Finished.