Community Lead, Customer Engagement

Harvey

. Design, launch, and scale customer community programs, including power user initiatives, advocate cohorts, customer councils, user groups, awards, recognition moments, and loyalty programs .

Posted 9/22/2026full-timeNew York City • New York • United StatesSenior💰 $159,800 - $219,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and scaling customer community programs, with a strong focus on customer engagement, relationship building, and program management. Proficient in translating research outputs into actionable customer-facing assets while coordinating cross-functional initiatives.

Highest-signal resume keywords

Customer Community Program DevelopmentProgram ManagementCustomer Relationship BuildingCross-Functional CollaborationCustomer Marketing Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer MarketingCommunity BuildingEvent PlanningResearch Program ManagementAdvocacy Program DevelopmentLifecycle MarketingProgram ExecutionData TrackingContent ActivationCustomer Feedback Analysis

Soft Skills

Excellent CommunicationAttention to DetailStrategic ThinkingRelationship ManagementOwnership and Accountability

Tools & Technologies

NotionAsanaAirtableSalesforceCustomer Community PlatformsEvent PlatformsSurvey ToolsMarketing Automation Tools

Industry Keywords

SaaSAITechnologyLegalProfessional ServicesResearch ProgramsEnterprise Software

About the role

Key responsibilities & impact

Design, launch, and scale customer community programs, including power user initiatives, advocate cohorts, customer councils, user groups, awards, recognition moments, and loyalty programs
Build programming for customer feedback, idea sharing, peer conversations, event speaking, concept testing, and participation in shaping legal AI
Elevate customer impact through stories, events, panels, research, awards, internal moments, and external programming
Create repeatable program models, playbooks, calendars, and operating rhythms
Serve as a front-line ambassador for Harvey with customers, power users, champions, speakers, research contributors, executive sponsors, and community members
Build customer relationships and map the customer ecosystem to identify appropriate engagement paths
Partner with Customer Success, Sales, Product, Product Marketing, and Communications to identify customers for stories, events, research, awards, advisory programs, and community initiatives
Support third-party research initiatives and coordinate customer participation, stakeholders, timelines, deliverables, and activation
Recruit and engage customers for research interviews, surveys, validation sessions, roundtables, and working groups
Translate research outputs into customer-facing and market-facing assets
Lead planning and execution of roundtables, dinners, workshops, webinars, user sessions, executive programs, and other customer experiences
Curate speakers, themes, agendas, briefing materials, discussion formats, follow-up, and post-program analysis
Build trackers, templates, workflows, timelines, intake processes, briefing documents, status updates, and retrospectives
Coordinate across Marketing, Customer Success, Sales, Product, Research, Operations, Communications, and executive stakeholders
Translate broad ideas into executable plans with workstreams, milestones, owners, dependencies, and deliverables
Track participation, engagement, customer feedback, advocate growth, content activation, pipeline influence, and learnings
Move Customer Engagement from bespoke execution to scalable, repeatable programs while preserving personal customer connection

Requirements

What you’ll need

8+ years of experience in customer marketing, community, advocacy, lifecycle marketing, events, research programs, program management, customer success, or related roles
Ideally experience at a high-growth SaaS, AI, or technology company
Experience building or scaling customer-facing programs such as user groups, customer communities, advocacy programs, executive programs, ambassador programs, advisory boards, awards, customer events, or research-backed thought leadership initiatives
Strong multidisciplinary customer marketing instincts
Experience coordinating with external partners, agencies, research firms, analysts, or other third parties is a strong plus
Excellent program management skills and ability to manage multiple complex workstreams simultaneously
Strong customer presence and relationship-building ability with senior customers, power users, executives, partners, and internal leaders
High ownership, strong judgment, and bias toward action
Ability to operate with ambiguity and make progress without perfect instructions
Excellent written and verbal communication skills
Strong attention to detail and high bar for customer experience
Comfortable balancing strategic program design with hands-on execution
Experience with Notion, Asana, Airtable, Salesforce, customer community platforms, event platforms, survey tools, or marketing automation tools is a plus
Familiarity with legal, professional services, AI, research programs, or enterprise software is a plus but not required

Benefits

Comp & perks

Equity plan
Comprehensive health, dental and vision coverage
Retirement benefits with 401(k) match up to 4%
Flexible PTO
Opportunity for personal, professional, and financial growth
Reasonable accommodations for applicants with disabilities