Customer Success Leader, Majors
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Series F+Recently funded
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and coach a team of experienced CSMs supporting strategic law firm accounts. You will own retention, net revenue retention and adoption, partner with Sales on renewals and expansion, engage senior firm stakeholders, handle escalations, align cross-functional teams, and bring customer evidence to Product.
Requirements
- 10+ years in customer success, account management, consulting or professional services
- At least 4 years managing CSMs or account teams serving large enterprises
- Track record of retention and expansion outcomes in complex enterprise accounts
- Experience building teams through coaching and performance management
- Ability to earn trust with senior stakeholders and influence without direct authority
- Strong analytical judgment
- Experience helping organizations adopt new technology and understanding of AI
- Experience serving law firms strongly preferred
Responsibilities
- Lead and develop the team of CSMs
- Own retention, net revenue retention and adoption across team accounts
- Partner with Sales on renewal strategy, forecasting and expansion
- Guide the team in identifying high-impact use cases and success measures
- Lead executive engagement and customer escalations
- Align Sales, Legal Engineering, Product, Engineering and Security around account plans
- Influence product direction with evidence from strategic accounts
Benefits
- Equity
