Customer Success Manager, Anz - Major Accounts, Sydney
harvey
Híbrido
Sydney
Customer Success
Job Score
90 pts
Hybrid model (+80)
Customer Success (+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. With 1500+ customers in 60+ 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 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
The Majors Customer Success Manager joins Harvey's Customer Success team in Sydney to serve as the strategic partner for the company's largest APAC-based customers, including elite law firms, Fortune 500 companies, and premier asset managers. This role sits within Harvey's growing APAC presence and reports into the Majors Customer Success leadership team, whose mission is to ensure customers not only adopt Harvey's AI platform but derive transformative, measurable value from it. The Majors CSM in Sydney will own the end-to-end customer relationship for a portfolio of high-value accounts across the region, driving retention, expansion, and deep product integration. This is a rare opportunity to shape how some of the world's most sophisticated legal and enterprise organizations adopt AI at scale, while helping to build out Harvey's APAC customer success motion.
What You'll Do
Serve as the primary strategic advisor to customers with a prescriptive and consultative approach, delivering a superior customer experience and building deep executive relationships.
Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of AI solutions across complex enterprise environments.
Proactively manage overall account health by monitoring key indicators, addressing risks early, and driving initiatives that support long-term customer success, retention, and expansion.
Evangelize the power of Harvey to end users and collaborate with Legal Product Specialists to enable daily adoption across diverse legal and business teams in the APAC region.
Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
Relay customer insights to internal teams and collaborate with Product to aid in the continuous improvement of Harvey's platform and services.
What You Have
Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house), or top-tier management consulting firms.
History and comfort conducting change management and wide-scale adoption for large technology projects in enterprise environments.
Excellent communication and strategic planning skills, with the capability to influence stakeholders at every level, including at the executive level.
Results-driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
A strong commitment to being collaborative and proactive with a team-first mentality.
Willingness to travel up to 25% of the time within the APAC region.
Additional Information
Location: Sydney, NSW (Hybrid with flexibility)
Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role
What We Offer
Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
Professional Development: Annual support for courses, certifications, conferences, and books.
Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
#LI-GE1
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
About Customer Success
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).
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Product Manager
The Product Manager (PM) is the professional responsible for defining the strategy, vision, and roadmap of a digital product. They work at the intersection of technology, business, and user experience (UX), leading the discovery and delivery of solutions that solve real problems in a viable way for the company.
Key skills include product discovery, data and metrics analysis (AARRR, NPS, LTV), user research, go-to-market strategy, roadmapping, strategic prioritization, and leadership by influence. Tools like Amplitude, Mixpanel, Hotjar, Jira, and Notion are fundamental.
Product Managers play a central role in the growth of startups, scale-ups, and large technology companies, with career progression opportunities to Product Leader, Head of Product, and Chief Product Officer (CPO).
About Scrum Master
The Scrum Master is the professional responsible for facilitating the adoption of Scrum and agile practices within development teams. They act as servant leaders, removing impediments, promoting continuous improvement, and ensuring Scrum events and ceremonies happen in the best possible way.
Key skills include event facilitation (sprint planning, daily, review, retrospective), backlog management, team coaching, conflict resolution, and agile metrics (velocity, burndown, cycle time). Knowledge of Jira, Trello, Azure DevOps, and frameworks like Kanban, XP, and SAFe is a differentiator.
Scrum Masters in technology companies are highly valued, especially those who can promote team autonomy, create psychologically safe environments, and lead agile transformations at scale. The field offers opportunities from junior scrum master to agile coach, head of agile, and director of agile transformation.
About QA and Testing
QA and Software Testing are fundamental to ensure the quality and reliability of applications. QA professionals ensure that the delivered product meets requirements and is free of critical defects.
Key skills include manual and automated testing, Selenium, Cypress, Playwright, Postman, JMeter, and CI/CD pipeline knowledge. Performance and security testing are differentiators.
With the adoption of DevOps and continuous deployment, the demand for automation QAs and SDETs continues to grow.
About Backend
The Backend area is responsible for all server logic, APIs, databases, and infrastructure that support web and mobile applications. Backend professionals ensure that systems are scalable, secure, and performant.
Key skills include languages like PHP, Java, Python, Ruby, Go, and Node.js, frameworks like Laravel, Spring Boot, Django, and Express, databases (MySQL, PostgreSQL, MongoDB, Redis), software architecture (clean architecture, DDD, microservices), and API security (OAuth, JWT).
Backend developers in technology companies are highly valued, especially those who master microservices architecture, cloud computing, and high-scale performance. The field offers opportunities from junior developer to software architect, with a focus on scalability, security, and efficiency.
About Project Management
Project Management is essential to ensure strategic initiatives are delivered on time, within scope, and with quality. PM professionals coordinate teams, manage risks, and communicate with stakeholders.
Key methodologies include PMBOK, PRINCE2, Scrum, and Kanban. Tools like Jira, Asana, Monday, and MS Project are widely used in daily work.
Certifications like PMP and PgMP are important differentiators in the market, with growing demand in technology and consulting companies.