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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. The company was founded in 2022, is headquartered in San Francisco, and is at a critical growth inflection point with strong product-market fit and world-class investor backing.
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.
Key responsibilities include:
- Leading strategic implementation 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 that ensure 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 identify renewal and expansion opportunities
- Relaying client insights back to internal product and services teams to drive continuous improvement
- Occasional travel to customer office locations and company offices as needed
The role operates within a fast-moving, high-ownership culture guided by three core values: Decisiveness (acting quickly on clear judgment), Simplicity (believing simplicity scales), and Job's Not Finished (never settling for the status quo).
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 with ability to influence stakeholders at various levels
- Results-driven with ability to ruthlessly prioritize competing tasks and demanding customers
- 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.
