Scaled Customer Success Leader, Harvey

• If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us
• Harvey is hiring a Scaled Customer Success Leader to operationalize and elevate how we deliver value to our rapidly growing customer base
• In this role, you’ll lead a team of Customer Success Managers who support a high volume of customers through scalable, tech-enabled engagement models
• You’ll build data-driven strategies, optimize processes, and leverage automation to help our customers achieve meaningful outcomes efficiently
• 6+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 3+ years in a leadership or mentorship capacity
• Experience managing scaled, digital, or tech-touch success programs in SaaS, AI, legal, or other technology sectors
• Strong operational mindset and comfort with systems, automation tools, and data-driven decision-making
• Ability to coach and support developing CSMs, helping them build confidence, consistency, and customer impact
• Excellent communication and collaboration skills with the ability to work cross-functionally and influence without authority

Desirable

• Harvey is hiring a Scaled Customer Success Leader to operationalize and elevate how we deliver value to our rapidly growing customer base
• In this role, you’ll lead a team of Customer Success Managers who support a high volume of customers through scalable, tech-enabled engagement models
• You’ll build data-driven strategies, optimize processes, and leverage automation to help our customers achieve meaningful outcomes efficiently
• Lead, coach, and develop a team of Scaled Customer Success Managers focused on driving product adoption, retention, and customer outcomes across a high-volume customer segment
• Design and refine scalable engagement models that leverage automation, digital programs, and data insights to deliver meaningful customer experiences
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization
• Implement processes and success playbooks that enable efficient account coverage and proactive customer management
• Analyze customer health metrics and feedback to identify trends, risks, and opportunities for continuous improvement
• Foster a culture of learning, collaboration, and operational excellence within the scaled success team