Customer Success Leader, Harvey
$200-250k
+ Equity
Generative AI for legal teams
Job no longer available
Generative AI for legal teams
201-500 employees
Job no longer available
$200-250k
+ Equity
201-500 employees
Company mission
To help build the future of professional services.
Role
Who you are
- Leadership Experience: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / lighthouse accounts with multi-million dollar spend
- Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion
- Empathy and Influence: A leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent
- Outcome-Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios
- Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally, and externally
- Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements
- Innovation: A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges
What the job involves
- As a Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology.
- As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to mitigate churn and fuel expansion
- Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement
- You will also play an integral part in helping to drive strategy and execution in how we deliver an end-to-end excellent customer experience
- Lead by Example: Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement
- Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion
- Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy
- Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as a advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals
- Own Retention: introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts
- Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity
- Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations
Our take
The explosive popularity of generative AI tools has seen specialized solutions popping up for all kinds of industries. Hoping to help supercharge efficiency and productivity for legal teams, Harvey supplies Gen AI that can assist with documentation, as well as aid research and optimize workflows.
Via natural language instructions, Harvey helps draft and analyze legal documents. It can also answer complex questions across large document sets, or even handle research queries that cover multiple domains in legal, regulatory and tax.
Its ability to support legal practitioners as if it's another member of the team is what makes Harvey particularly interesting. This approach has seen the company raise substantial funding, reaching Unicorn status in 2024. Funds will be used to expand to new geographies, grow headcount and further collect and curate data to train more “domain-specific” AI models.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jul 2024
$100m
SERIES C
Dec 2023
$80m
SERIES B
Total funding: $206.1m
Company benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Winston Weinberg
(CEO)Graduated with a Juris Doctor from the USC Gould School of Law, then spent 1 year as an Associate at O'Melveny & Myers before founding Harvey.
Gabe Pereyra
(President)Previously worked as a Research Scientist at Meta and DeepMind. Also spent a year as a Brain Resident at Google.
Salary benchmarks
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