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Harvey is an AI platform transforming legal and professional services by combining 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, you will be the primary trusted advisor guiding top enterprises and leading law firms through their journey with Harvey. You'll ensure clients not only adopt the platform but derive maximum value from the AI solutions, acting as a strategic partner deeply integrated into their business processes.
Key responsibilities include:
- Leading the strategic implementation and integration of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions
- Training and enabling end users to adopt Harvey daily, evangelizing the power of LLMs and positioning Harvey as a must-have product
- Serving as the primary contact for clients with a prescriptive, consultative approach, acting as a thought partner to deliver superior customer experience
- Managing success metrics by leveraging adoption rates, utilization metrics, and KPIs to drive strategies ensuring client satisfaction and high ROI
- Encouraging user and stakeholder engagement to transform them into Harvey advocates within their organizations
- Monitoring customer health using analytics and feedback to maintain satisfaction and ensure readiness for renewal and expansion opportunities
- Relaying client insights back to internal teams to aid in continuous product and service improvement
- Occasional travel to customer office locations and company offices as needed
Harvey's culture emphasizes Decisiveness, Simplicity, and Job's Not Finished — moving fast, taking ownership, staying close to customers, and pushing for excellence.
REQUIREMENTS:
- Experienced professional with background in Enterprise SaaS, big law, or top-tier management consulting firms
- Direct experience managing large-scale technology projects
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
- Results-driven with ability to ruthlessly prioritize competing tasks and demanding customers seamlessly
- Team player described as committed, collaborative, and proactive with team-first mentality
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
