Customer Success Leader, Harvey

• 8+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 3+ years leading enterprise CS teams
• Proven experience working with complex, global enterprise clients in the AI, SaaS, legal, or technology sector
• Strong strategic thinking and operational execution skills with an ability to build frameworks and scale programs from the ground up
• Exceptional communication and executive presence, with the ability to build trusted relationships at the C-suite level
• A coaching mindset and passion for developing high-performing teams

Desirable

• Harvey is hiring an Enterprise Customer Success Leader to build, lead, and scale a high-performing team of Customer Success Managers focused on our enterprise clients
• This role will drive customer adoption, satisfaction, and long-term partnership with some of the world’s most sophisticated law firms and fortune 100 companies
• You will be responsible for developing strategic customer success initiatives, implementing scalable processes, and ensuring our enterprise clients achieve measurable value with Harvey
• The team is growing rapidly, and this leader will play a critical role in shaping our enterprise success strategy and culture
• Lead, mentor, and develop a team of Enterprise Customer Success Managers to deliver exceptional client outcomes and retention
• Partner cross-functionally with Sales, Product, and Engineering to drive customer adoption, engagement, and expansion
• Develop and execute scalable success strategies, processes, and metrics tailored to the enterprise segment
• Serve as an executive sponsor for key enterprise accounts, providing strategic guidance and building trusted relationships
• Identify risks and opportunities across the customer base to drive proactive engagement and ensure customer satisfaction
• Represent the voice of the customer internally, influencing product roadmaps and operational improvements