Harvey

Head of Customer Success, Enterprise

Harvey

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $276,000 - $325,000 per year

Job Level

Lead

About the role

  • Own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America
  • Lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts
  • Ensure customers derive maximum, measurable ROI from our AI platform
  • Define the playbooks, scale the team, and set the standard for world-class customer success at Harvey across the Americas
  • Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions
  • Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders
  • Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business
  • Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks
  • Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing
  • Personally engage with C-suite stakeholders at Harvey's most strategic accounts

Requirements

  • 10+ years of experience in customer success, account management, or strategic consulting
  • Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale
  • Deep experience building and leading teams of 10+ across multiple segments (enterprise, majors) and geographies (US, Canada, LATAM)
  • Strong executive presence and the ability to engage confidently with C-suite legal and business stakeholders
  • Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred
  • Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences
  • Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions
  • Results-driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business
  • A builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists.
Benefits
  • Comprehensive health, dental and vision coverage
  • Retirement benefits (401k match up to 4%)
  • Flexible PTO
  • Eligible to participate in our equity plan and benefits program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementstrategic consultingnet revenue retention (NRR)adoption targetsexpansion targetsdata analysisdashboard creationmetrics utilizationAI/LLM technology
Soft Skills
leadershipexecutive presencecommunicationanalytical rigorresults-drivenprioritizationteam buildingcoachingengagement with C-suiteadaptability