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About the Role

Harvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting strategic law firm accounts. This role involves turning firm priorities into sustained adoption, measurable improvements in legal work, and lasting partnerships, reporting to the Head of Customer Success, Majors.

Responsibilities

Lead and develop the team, coaching CSMs on account strategy, stakeholder relationships, and prioritization.
Manage performance, support career development, and hire team members.
Set standards for success planning, business reviews, and renewal preparation.
Be accountable for retention, net revenue retention, and adoption across the team’s accounts.
Partner with Sales on renewal strategy, forecasting, and expansion opportunities.
Address risks early using account data and customer feedback.
Guide the team in identifying high-impact use cases and defining success measures.
Help lawyers embed Harvey into their work and ensure account plans connect adoption to improvements.
Meet directly with senior firm stakeholders to review progress and align on priorities.
Address concerns and step in during urgent issues, coordinating Harvey’s response.
Ensure clear communication, ownership, and follow-through on escalated issues.
Bring together Sales, Legal Engineering, Product, Engineering, and Security to support account plans.
Clarify ownership, coordinate resources, and resolve competing priorities with functional leaders.
Bring evidence from strategic law firm accounts to Product and go-to-market leadership.
Identify recurring adoption barriers, surface unmet needs, and help prioritize improvements.

Requirements

10+ years of experience in customer success, account management, consulting, or professional services.
At least 4 years directly managing CSMs or account teams serving large enterprises.
A track record of delivering retention and expansion outcomes across complex enterprise accounts.
Experience leading renewal and growth strategies in partnership with Sales.
Experience building strong teams through coaching, clear expectations, and thoughtful performance management.
Ability to earn trust with senior stakeholders and lead difficult customer conversations.
Ability to influence decisions across functions without direct authority.
Strong analytical judgment, including interpreting adoption data and assessing account risk.
Ability to connect customer outcomes to commercial decisions.
Experience helping organizations adopt new technology and change established ways of working.
Understanding of AI’s opportunities and limitations.
Experience serving law firms and navigating their partnership structures, practice-group needs, and technology adoption is strongly preferred.

Skills

Customer Success
Account Management
Consulting
Professional Services
Team Leadership
Coaching
Performance Management
Renewal Strategy
Forecasting
Sales Partnership
Data Analysis
Technology Adoption
AI Understanding
Law Firm Operations

Location

Remote

Work Type

Full-time

Experience Level

10+ years of experience
4+ years of management experience

Salary/Compensations

$230,000 - $250,000 USD OTE 80/20

About the Company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
The company is reshaping how critical knowledge work gets done and is at a true inflection point with strong product-market fit and world-class investor support.
Harvey is scaling fast and defining a new category in real time.
The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity, staying close to customers, and pushing for excellence.
Harvey's values are Decisiveness, Simplicity, and Job's Not Finished.
The future of professional services is being written at Harvey.

Equal Opportunity

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai