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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 the market.
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 play a pivotal role in ensuring clients not only adopt the platform but derive maximum value from the AI solutions.
Key responsibilities include:
- Leading the strategic 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 and 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 teams to support continuous product and service improvement
- Occasional travel to customer offices and company locations as needed
Harvey operates with three core values: Decisiveness (acting quickly on clear judgment), Simplicity (believing simplicity scales), and Job's Not Finished (never settling). The team moves fast, takes ownership, and is deeply committed to the mission.
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.
