Enterprise 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