Customer Success Manager – Enterprise

Responsibilities

• Integrate Harvey into customer workflows, guide administrators with data‑backed best practices, ensure optimal use of our AI solutions.
• Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
• Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
• Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
• Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
• Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform.

Requirements

• 3‑4+ years in customer‑owning roles at tech or SaaS platforms.
• Adapting seamlessly in the face of high‑speed change and growth.
• Strategic planning, revenue‑based prioritization.
• Managing customer‑facing projects and timelines.
• Running in‑person meetings with executives.
• Mapping an organization and influencing stakeholders.
• Driving key customer metrics and outcomes.
• Owning a revenue, expansion, and renewal target.
• Demonstrating a strong point of view and proactive self‑management.
• Working cross‑functionally with Product and Sales teams.