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.
As an Enterprise Customer Success Manager, you'll play a critical role in guiding clients through their journey with Harvey, ensuring they derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows.
Responsibilities
- Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
- Evangelize the power of LLMs, meeting with and enabling end-users to adopt Harvey on a daily basis.
- Serve as the primary contact for clients, delivering a superior customer experience through a prescriptive and consultative approach.
- Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI.
- Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
- Monitor customer health using analytics and feedback, ensuring readiness for renewal and expansion opportunities.
- Relay client insights back to internal teams, aiding in the continuous improvement of our product and services.
- Travel may be required from time to time, including visits to customer office locations and company offices.
Requirements
- Experienced professionals with a background in Enterprise SaaS, legal (big law), or top-tier management consulting firms and direct experience managing large-scale technology projects.
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results-driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- Team players described as committed, collaborative, and proactive with a team-first mentality.
Benefits
- A chance to be at the forefront of AI technology and innovation, directly impacting how clients' businesses operate and thrive.
- An opportunity to contribute to the growth and direction of our rapidly evolving Customer Success program, building out best-in-class playbooks and processes.
- A collaborative work environment that promotes growth, learning, and development.