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.
This is a rare chance to help build a generational company at a true inflection point with strong product-market fit and world-class investor support.
Role Overview
As the Enterprise Customer Success Leader, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn.
Responsibilities
- Lead by example: lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
- Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey.
- Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy.
- Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
- Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts.
- Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity.
- Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.
Requirements
- Leadership experience: proven background in leading high-performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations.
- Strategic acumen: expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
- Empathy and influence: a leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
- Outcome-oriented: exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios.
- Communication mastery: superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally and externally.
- Agility: capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
- Innovation: a genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.