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Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and backed by world-class investors, the company is scaling rapidly and defining a new category in real time.
As an Enterprise Customer Success Manager based in Sydney, you will be the primary point of contact for Harvey's most strategic APAC accounts, guiding enterprise clients and leading law firms through their journey with the platform. You'll work across large, complex organizations to ensure seamless adoption and maximum value realization from Harvey's AI solutions.
Key responsibilities include:
- Lead strategic implementation of Harvey into client workflows, ensuring optimal adoption and integration across enterprise and law firm accounts
- Serve as a trusted advisor and primary contact for assigned accounts, taking a prescriptive, consultative approach
- Drive end-user enablement and product evangelism, helping teams understand and adopt LLM capabilities until Harvey becomes a must-have tool
- Manage customer health through adoption rates, utilization metrics, and KPIs; maintain satisfaction and prepare accounts for renewal and expansion
- Partner with Sales to grow and retain revenue, encouraging users and stakeholders to become Harvey advocates
- Close feedback loops by relaying client insights to Product and GTM teams to inform continuous improvement
- Help build out best-in-class playbooks and processes as the APAC Customer Success team scales
You'll work in a fast-moving environment where the team operates with intensity, stays close to customers, and pushes for excellence. The company values Decisiveness, Simplicity, and Job's Not Finished.
Requirements:
- Experience in Enterprise SaaS, big law, or top-tier management consulting with direct experience managing large-scale technology projects
- Excellent communication and strategic planning skills with ability to influence stakeholders at various levels
- Results-driven approach with ability to ruthlessly prioritize competing tasks and demanding customers
- Consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping capabilities
- Comfort driving adoption of complex AI/LLM tools and experience using CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs
- Collaborative, team-first mentality; described as committed, collaborative, and proactive
- Valid Australian work rights (visa sponsorship not available)
Core competencies: Strategic Customer Engagement, Technical Enablement & Product Evangelism, Analytical Thinking & Metrics-Driven Strategy, Cross-Functional Collaboration & Feedback Integration, Project Management & Operational Excellence.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
