Analyst, Customer Trust
harvey
Híbrido
London
Uncategorized
Job Score
80 pts
Hybrid model (+80)
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
Some of the world's largest companies and their law firms use Harvey’s AI capabilities to deliver world-class client services at unprecedented scale and efficiency. Harvey allows high-performing professionals to gain deep domain knowledge faster, understand the big picture, and tackle more complex challenges in less time.
Our customers depend on us to deliver a secure, trustworthy, and compliant platform. Earning the trust of our customers is a business enabler and we value it more than anything else.
In this role, you will report to the Customer Trust lead. You will drive company growth by addressing customer security inquiries, supporting our Go-To-Market (GTM) team with accurate and timely responses, and elevating our overall security posture. You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s own tools to improve the speed, automation, and accuracy of our responses. This is a unique opportunity to shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals.
What You'll Do
Customer & AE Partnership: Act as a technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions. Provide timely, accurate, and empathetic responses to questionnaires and concerns, ensuring we answer customer questions and unblock deals while maintaining high security standards.
AI-Powered Automation: Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process. Build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
Metrics & Reporting: Establish and report on key performance indicators (KPIs) for the Customer Trust function. Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
Sales Enablement & Thought Leadership: Manage our Trust Center, create and maintain a high-quality security and regulatory knowledge base, and help develop thought leadership supporting our GTM teams to handle complex security discussions.
Cross-Functional Collaboration: Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
What You Have
3+ years of experience in Information Security, Customer Trust, Technical Program Management, or Security Consulting, with a proven track record of supporting and improving compliance programs.
Audit Experience: You are comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed.
Exceptional customer/client service skills. You are adept at understanding the "why" behind customer concerns and can communicate complex technical and regulatory topics to non-technical stakeholders.
1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting).
Strong analytical skills with a focus on metrics. You are comfortable creating dashboards and reporting on functional performance to leadership.
Comfort with ambiguity and a high level of patience and the ability to remain calm and decisive under pressure.
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.
#LI-KV1
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
What did you think of this job?
Loading comments...
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Web3
The Web3 area represents the new phase of the decentralized internet, built on blockchain technology. Web3 professionals create decentralized applications (dApps), interact with smart contracts, manage digital assets (cryptocurrencies and NFTs), and utilize DeFi (Decentralized Finance) protocols, revolutionizing how data, ownership, and finance are managed online.
About Web Designer
The Web Designer is the professional responsible for creating visual interfaces for websites, web applications, and landing pages, combining aesthetics, usability, and user experience. They transform business needs into functional and responsive layouts that communicate brand identity.
Key skills include UI design, responsive design, prototyping (Figma, Sketch, Adobe XD), wireframing, design systems, accessibility (WCAG), information architecture, and basic HTML/CSS knowledge. Knowledge of UX design, motion design, and front-end is a differentiator.
Web Designers in technology companies are highly valued, especially those who master design systems, design tokens, and can create interfaces that convert and engage. The field offers opportunities from junior web designer to product designer and design lead.
About Ecommerce Analyst
The Ecommerce Analyst is the professional responsible for analyzing online sales data, buyer behavior, and virtual store performance to guide strategic decisions. They combine data analysis with ecommerce knowledge to optimize conversion, average order value, and return on investment.
Key skills include Google Analytics (GA4), Hotjar, conversion funnel analysis, cohort analysis, customer segmentation, pricing analysis, and ecommerce metrics (CAC, CLV, AOV, conversion rate). Knowledge of SQL, Power BI, Google Tag Manager, and platforms like Shopify and VTEX is a differentiator.
Ecommerce Analysts in technology companies are highly valued, especially those who can turn buyer behavior data into actionable insights to increase revenue and reduce cart abandonment. The field offers opportunities from junior analyst to ecommerce analytics manager.
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).
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.
Comments 0