# Customer Success Leader, Majors

**Company**: Harvey
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $230K - $250K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/b21e4fa4-824e-4664-9e9f-ba0204f83a58?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_af8a1946-765

## 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

## Skills

### Required
- customer success
- account management
- team leadership
- analytical judgment
- AI adoption

### Nice to have
- law firm experience
- AI expertise

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/b21e4fa4-824e-4664-9e9f-ba0204f83a58?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)