Description
At Harvey, we're transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
We're seeking a Customer Success Leader to manage and develop a team of experienced CSMs supporting our strategic law firm accounts. You'll help the team turn firm priorities into sustained adoption, measurable improvements in legal work, and lasting partnerships.
Role Overview Reporting to the Head of Customer Success, Majors, you'll help shape how we support strategic law firm accounts as Harvey evolves.
Responsibilities
- Lead and develop the team: Coach CSMs on account strategy, stakeholder relationships, and prioritization while managing performance, supporting career development, and hiring.
- Own portfolio outcomes: Be accountable for retention, net revenue retention, and adoption across your team's accounts.
- Drive measurable customer value: Guide the team in identifying high-impact use cases, defining success measures, and helping lawyers embed Harvey into their work.
- Lead executive engagement and customer escalations: Meet directly with senior firm stakeholders to review progress, align on priorities, and address concerns.
- Align teams around customer priorities: Bring together Sales, Legal Engineering, Product, Engineering, and Security to support account plans.
- Influence product direction: Bring evidence from strategic law firm accounts to Product and go-to-market leadership.
Requirements
- 10+ years of experience in customer success, account management, consulting, or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.
- A track record of delivering retention and expansion outcomes across complex enterprise accounts.
- Experience building strong teams through coaching, clear expectations, and thoughtful performance management.
- The ability to earn trust with senior stakeholders, lead difficult customer conversations, and influence decisions across functions without direct authority.
- Strong analytical judgment, including the ability to interpret adoption data, assess account risk, and connect customer outcomes to commercial decisions.
- Experience helping organizations adopt new technology and change established ways of working, with an understanding of AI's opportunities and limitations.
Compensation $230,000 - $250,000 USD