# Enterprise Customer Success Manager, Tokyo

**Company**: Harvey
**Location**: Tokyo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/044ffdc6-2823-41bf-a71d-679e5b9f601c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/enterprise-customer-success-manager-tokyo-e25b0401-ed8/

## Description

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 in Tokyo, you'll be a strategic partner for enterprise clients in Japan, driving deep product adoption, delivering measurable business outcomes, and building lasting relationships with legal and professional services organizations deploying Harvey's AI platform.

**Role Overview** You'll own the end-to-end post-sales experience for a portfolio of high-value enterprise accounts, from onboarding through renewal and expansion, and partner with Sales, Product, and Legal Engineering to turn customer needs into product value.

**Responsibilities**

- Own strategic account management for a portfolio of enterprise clients in Japan, driving adoption, retention, and expansion.

- Lead onboarding and implementation for new enterprise deployments, managing multi-stakeholder initiatives from scoping through go-live.

- Build and run success plans based on usage data, customer health, and business objectives to reduce churn risk and find growth.

- Act as a trusted advisor on Harvey's AI capabilities through training, executive business reviews, and workshops tailored to legal workflows, in Japanese and English.

- Work with Sales, Product, and Legal Engineering to bring customer feedback into roadmap priorities and align on shared account goals.

- Develop scalable playbooks for the Japan customer success motion and contribute to the growth of Harvey's regional operations.

**Requirements**

- At least 5 years in customer success, account management, or strategic consulting within enterprise SaaS or technology, as a CSM with real account ownership.

- Enterprise experience; backgrounds limited to SMB or mid-market do not translate to major accounts.

- Experience managing complex enterprise accounts with multiple stakeholders, including senior legal and executive leadership.

- Strong analytical skills with customer health data, product usage metrics, and business KPIs.

- Executive presence and storytelling that hold a room, with the ability to influence technical and non-technical audiences.

- Native-level Japanese and strong business English.

- Experience with legal, professional services, or regulated clients, or with AI and LLM products (preferred).

- Based in Tokyo, with the ability to travel within APAC as needed.

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## Skills

### Required
- customer success
- account management
- strategic consulting
- analytical skills
- executive presence
- storytelling
- Japanese
- English

### Nice to have
- legal
- professional services
- regulated clients
- AI
- LLM products

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/044ffdc6-2823-41bf-a71d-679e5b9f601c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)