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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 at a critical inflection point with strong product-market fit and rapid scaling.
As Head of Customer Learning, you will lead and scale Harvey's Customer Education function into a strategic, revenue-relevant business driver. The team currently operates a trusted Academy, certification program, and content library; your role is to elevate this foundation and define the multi-quarter roadmap.
Key responsibilities include:
- Roadmap & Executive Alignment: Partner with Product, Product Operations, and GTM leadership to define the Customer Education roadmap and own executive-level updates and strategic decisions.
- Team Leadership & Scale: Lead and grow the existing Customer Education team as Harvey's customer base expands. Build org structure, hiring plans, and determine whether to use in-house, contractor, or train-the-trainer models.
- Content Strategy & Portfolio Health: Own the lifecycle, governance, discoverability, and quality standards of Harvey's education content so Sales, Customer Success, and Support can reliably find and trust resources.
- Certification & Learning Programs: Evolve Harvey's Academy and certification program, expanding curriculum depth and coverage as new products and workflows launch.
- Digital Adoption Strategy: Design and execute a multi-channel, digital-first onboarding and adoption strategy spanning in-product guidance, digital nurture sequences, webinars, video, and community. Treat activation and expansion as a measurable funnel.
- Legal AI Thought Leadership: Develop the vision and content strategy for how Harvey teaches the legal industry to work with AI. Position Harvey as the definitive authority on Legal AI education through external-facing content, programs, and thought leadership.
- Metrics & Systems: Own north-star metrics including time-to-value, activation/adoption depth, certification velocity, ticket deflection, and education's contribution to net revenue retention. Partner with Product and Data to instrument and improve performance.
You bring 10+ years of experience in customer education, learning functions, content strategy, or digital-led customer engagement, with proven success scaling a function from initial build into a strategic, revenue-relevant program. You operate comfortably at multiple altitudes—setting multi-quarter roadmaps and presenting to executives while staying close enough to raise the bar on content and programs. You have strong experience partnering with Product, Product Operations, and GTM/Sales leadership to align customer-facing functions to business priorities. You think digitally about adoption and onboarding, using funnels, touchpoints, and customer journeys. You have strong content and program operations judgment around portfolio governance, lifecycle management, and quality standards. You have a point of view on building thought leadership and market authority through education, ideally developed in a specialized, regulated, or traditionally low-software-adoption industry. You are data-driven and comfortable owning dashboards that demonstrate education and adoption as leading indicators of revenue. You have proven people leadership experience, having hired, developed, and led teams (including other leads or managers) and managed external contractor or agency relationships. You communicate excellently in writing and verbally, with real experience presenting to and influencing senior executives.
Nice-to-have qualifications include experience in legal, professional services, financial services, or other industries where customers are newer to AI-native software, familiarity with LMS platforms and authoring tools, and experience building executive points of view.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
