Enterprise Customer Success Manager, Tokyo

We're transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.

As an Enterprise Customer Success Manager in Tokyo, you'll be a strategic partner for enterprise clients in Japan, driving deep product adoption, delivering measurable business outcomes, and building lasting relationships with legal and professional services organizations deploying Harvey's AI platform.

Role Overview You'll own the end-to-end post-sales experience for a portfolio of high-value enterprise accounts, from onboarding through renewal and expansion, and partner with Sales, Product, and Legal Engineering to turn customer needs into product value.

Responsibilities

• Own strategic account management for a portfolio of enterprise clients in Japan, driving adoption, retention, and expansion.
• Lead onboarding and implementation for new enterprise deployments, managing multi-stakeholder initiatives from scoping through go-live.
• Build and run success plans based on usage data, customer health, and business objectives to reduce churn risk and find growth.
• Act as a trusted advisor on Harvey's AI capabilities through training, executive business reviews, and workshops tailored to legal workflows, in Japanese and English.
• Work with Sales, Product, and Legal Engineering to bring customer feedback into roadmap priorities and align on shared account goals.
• Develop scalable playbooks for the Japan customer success motion and contribute to the growth of Harvey's regional operations.

Requirements

• At least 5 years in customer success, account management, or strategic consulting within enterprise SaaS or technology, as a CSM with real account ownership.
• Enterprise experience; backgrounds limited to SMB or mid-market do not translate to major accounts.
• Experience managing complex enterprise accounts with multiple stakeholders, including senior legal and executive leadership.
• Strong analytical skills with customer health data, product usage metrics, and business KPIs.
• Executive presence and storytelling that hold a room, with the ability to influence technical and non-technical audiences.
• Native-level Japanese and strong business English.
• Experience with legal, professional services, or regulated clients, or with AI and LLM products (preferred).
• Based in Tokyo, with the ability to travel within APAC as needed.