Scaled Customer Success Manager

Harvey

. Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets .

Posted 11/10/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $115,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within Enterprise SaaS, focusing on renewals and expansions. Utilizes data-driven insights to enhance customer engagement and retention strategies while effectively collaborating with cross-functional teams.

Highest-signal resume keywords

Customer Success ManagementRenewal Strategy DevelopmentData-Driven Decision MakingStakeholder EngagementEnterprise SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MetricsRetention Target AchievementUpsell IdentificationStrategic PlanningConsultative Selling

Soft Skills

Excellent CommunicationCollaborative DispositionProactive MindsetTeam-First Mentality

Tools & Technologies

CS PlatformsData Analytics Tools

Industry Keywords

Enterprise SaaSLegal TechnologyManagement ConsultingCustomer EngagementQBRs

About the role

Key responsibilities & impact

Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets
Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions
Monitor customer health using data and analytics, identify churn signals, and execute intervention plans
Serve as a trusted advisor using a prescriptive, consultative approach
Integrate Harvey into customer workflows and champion the power of LLMs
Collaborate with Legal Engineering, Product, and Sales to relay customer insights and influence the product roadmap
Build and refine scalable playbooks and processes for 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 renewal conversations and identifying upsell or expansion opportunities within existing accounts
Excellent communication and strategic planning skills
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
Comfort operating in a fast-paced, ambiguity-rich environment

Benefits

Comp & perks

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