Scaled Customer Success Manager

Harvey

Scaled Customer Success Manager driving renewals and expansions for AI solutions in a hybrid role. Collaborating with teams to maximize customer adoption and satisfaction.

Posted 6/23/2026full-timeChicago • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $112,000 - $168,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementrenewalsdata analyticscustomer health metricsstrategic planningcommercial acumenupsellingexpansion opportunitiesSaaS

Soft Skills

communicationcollaborationproactiveteam-orientedconsultative approachengagementstakeholder managementadaptabilityproblem-solvingcustomer advocacy