Customer Success Leader, Enterprise
harvey
Híbrido
San Francisco
Customer Success
Systems Analyst
Account Manager
Public Relations
Advertising
Job Score
100 pts
Hybrid model (+80)
Customer Success (+10)
Systems Analyst (+10)
Account Manager (+10)
Why Harvey
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.
Role Overview
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.
What You’ll Do
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.
What You Have
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.
Nice to Have
Background in law or experience in the legal technology sector
Previous experience in consulting or professional services firms
Experience working with or supporting large financial institutions or asset managers
Compensation
$191,800 - $250,000 USD OTE 80/20
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
#LI-GK1
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
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Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
Key skills include account management, churn analysis, NPS, onboarding, upsell, and cross-sell. Knowledge of CS tools like Gainsight, Totango, and ChurnZero is a differentiator.
CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
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Key skills include requirements gathering and analysis, process modeling (BPMN), data modeling, technical and functional documentation, system integration (APIs, microservices), and knowledge of ERPs and CRMs. Tools like Jira, Confluence, Visio, and project management platforms are essential.
Systems Analysts in technology companies are highly valued, especially those who master agile requirements analysis (user stories, backlog), system integration, and solution architecture. The field offers opportunities from junior analyst to solution architect, with a focus on efficiency, quality, and technological innovation.
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The Account Manager is the professional responsible for managing and expanding the relationship with clients after the sale. They act as a strategic partner, ensuring satisfaction, retention, and account growth, connecting client needs with company solutions.
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