Enterprise Customer Success Manager

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. With 1000+ customers in 58+ countries, 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. 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. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As an Enterprise Customer Success Manager, you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at top enterprises and leading Law Firms. This position is pivotal in ensuring our clients 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 and workflows. WHAT YOU'LL DO - Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions. - Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product. - Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach and serving as a thought partner to deliver a superior customer experience. - Success Metrics Management: Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI. - Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations. - Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities. - Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services. - Travel may be required from time to time, including visits to customer office locations and company offices. WHAT YOU HAVE - Experienced professionals with a background in Enterprise SaaS, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects. - Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels. - Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly - Team players described as committed, collaborative and proactive with a team-first mentality. WHAT WE OFFER - A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive. - An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes. - A collaborative work environment that promotes growth, learning, and development. PLEASE FIND OUR CA APPLICANT PRIVACY NOTICE HERE https://www.harvey.ai/legal/california-applicant-privacy-notice. #LI-JL1 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