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 hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting our strategic asset management accounts.
Role Overview Reporting to the Head of Customer Success, Majors, you will help shape how we support strategic asset management 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 across legal teams and their business partners, defining success measures, and embedding Harvey into daily workflows.
- Lead executive engagement and customer escalations: Meet directly with senior customer 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 asset management 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 executive trust, 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.
Benefits
- The opportunity to develop a strong team working with leading asset managers.
- Close collaboration with Harvey's leadership and product teams on complex customer challenges.
- The chance to help legal teams turn advances in AI into lasting improvements in how they support the business.
Compensation $230,000 - $250,000 USD