Head of Customer Success, Enterprise

🕒 March 20

🏢🏡 New York City – Hybrid

💵 $276k - $325k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Harvey

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

💰 $80.6G Series B on 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey is a professional class AI solution tailored specifically for law firms, professional service providers, and Fortune 500 companies. It offers a suite of domain-specific tools that enable users to delegate complex tasks in natural language to a customized personal assistant. Harvey's platform facilitates rapid research with grounded results across legal, regulatory, and tax domains, while also providing secure project workspaces for document analysis through generative AI. With a focus on enterprise-grade security and industry-leading AI models, Harvey aims to streamline workflows and free professionals, such as lawyers, from mundane tasks, enabling them to concentrate on strategic and advisory roles.

📋 Description

• Own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America • Lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts • Ensure customers derive maximum, measurable ROI from our AI platform • Define the playbooks, scale the team, and set the standard for world-class customer success at Harvey across the Americas • Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions • Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders • Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business • Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks • Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing • Personally engage with C-suite stakeholders at Harvey's most strategic accounts

🎯 Requirements

• 10+ years of experience in customer success, account management, or strategic consulting • Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale • Deep experience building and leading teams of 10+ across multiple segments (enterprise, majors) and geographies (US, Canada, LATAM) • Strong executive presence and the ability to engage confidently with C-suite legal and business stakeholders • Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred • Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences • Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions • Results-driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business • A builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists.

🏖️ Benefits

• Comprehensive health, dental and vision coverage • Retirement benefits (401k match up to 4%) • Flexible PTO • Eligible to participate in our equity plan and benefits program