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.
The Enterprise Customer Success Manager joins Harvey's Customer Success team to serve as the strategic partner for enterprise clients across the Asia-Pacific region, with a focus on the India market.
Responsibilities
- Own strategic account management for a portfolio of enterprise clients, driving adoption, retention, and expansion across India.
- Lead onboarding and implementation for new enterprise deployments, managing complex multi-stakeholder initiatives from scoping through go-live.
- Build and execute success plans informed by product usage data, customer health scores, and business objectives to proactively mitigate churn risk and identify growth opportunities.
- Serve as the customer's trusted advisor on Harvey's AI capabilities, conducting training sessions, executive business reviews, and strategic workshops tailored to legal workflows.
- Collaborate cross-functionally with Sales, Product, and Legal Engineering to champion customer feedback, influence roadmap priorities, and align on shared account goals.
- Develop scalable playbooks and processes for the APAC customer success motion, contributing to the growth of Harvey's regional operations.
Requirements
- 5+ years of experience in customer success, account management, or strategic consulting within enterprise SaaS or technology environments.
- Demonstrated ability to manage complex enterprise accounts with multiple stakeholders, including C-suite and senior legal leadership.
- Strong analytical skills with experience using customer health data, product usage metrics, and business KPIs to drive engagement strategy.
- Excellent communication and executive presence, with the ability to influence stakeholders across technical and non-technical audiences.
- Experience with legal industry clients, professional services, or AI/LLM products is highly preferred.
- Based in India and ability to travel across India.