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About the Role

As a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes, providing expert industry advice and shaping Harvey’s product roadmap.

Responsibilities

Lead implementation and transformation programs, assessing customer goals and current workflows, identifying valuable use cases, and building plans with clear milestones, owners, and success measures.
Drive execution across practice groups, business functions, and regions, adapting plans based on learnings.
Partner with lawyers and customer leadership to embed Harvey into everyday practice, developing champions, addressing resistance, and coordinating training.
Help customers turn successful individual use cases into repeatable ways of working across teams.
Set account strategy and use adoption data, stakeholder feedback, and business impact to assess progress and direct the next phase of work.
Address risks early and lead the response to escalations, keeping customers informed and internal teams accountable for resolution.
Conduct ongoing discovery to understand customer goals, decision criteria, and stakeholder sentiment.
Build the case for renewal through demonstrated value, address retention risks early, and equip Sales to lead renewal discussions.
Identify expansion opportunities grounded in customer needs and business impact.
Bring together Legal Engineering, technical specialists, Product, and Sales around a shared customer plan.
Clarify responsibilities, manage dependencies, and resolve blockers.
Coordinate specialist contributions and ensure their work advances the broader account strategy.
Translate customer needs and delivery lessons into product feedback and repeatable playbooks.
Build relationships with senior partners, General Counsel, and innovation, technology, and operations leaders.
Lead discussions about investment and progress, align stakeholders with competing goals, and manage difficult conversations when expectations or results shift.

Requirements

Experienced background in asset management, banking, or financial service management consulting, technology advisory, transformation delivery, or strategic enterprise customer success, with direct responsibility for delivering complex client programs.
Experience serving legal, financial services, or professional services organizations is valuable.
A track record of turning business goals into executable plans and managing multiple work streams through delivery, with clear ownership of timelines, stakeholder alignment, and results.
Experience helping organizations adopt new technology and change established ways of working.
The ability to earn credibility with senior executives and work directly with end users, moving comfortably between strategic discussions and hands-on execution.
Strong analytical and commercial judgment, with the ability to assess customer value, uncover renewal considerations, and identify retention risks early.
A collaborative approach and the judgment to prioritize across a demanding customer portfolio.
Take initiative, work effectively through ambiguity, and bring curiosity about AI and its practical applications.

Skills

AI implementation
Adoption and change management
Customer success
Strategic advisory
Product roadmap shaping
Cross-functional leadership
Account management
Relationship building
Analytical judgment
Commercial judgment
Collaboration
Prioritization
Problem-solving

Location

Remote

Work Type

Full-time

Experience Level

Experienced

Salary/Compensations

$180,000-$210,000 OTE with an 80/20 split

Benefits

Ownership of AI implementation and transformation programs with some of the world’s leading legal and business organizations.
The opportunity to build lasting customer relationships and see your work translate into measurable improvements over time.
Close collaboration with product and specialist teams, with direct input into how Harvey’s technology and customer delivery approach evolve.

About the Company

At Harvey, we’re transforming how legal and professional services operate.
By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point.
We have strong product-market fit and world-class investor support.
We’re scaling fast and defining a new category in real time.
The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence.
We live by three values: Decisiveness, Simplicity, and Job's Not Finished.
We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are.
If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.

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