About This Role
An Enterprise Customer Success Manager guides clients through their journey with Harvey, helping to define the future of work at top enterprises and leading law firms. This position ensures clients adopt and derive maximum value from the company's technology, acting as a trusted advisor to integrate Harvey into their business processes and workflows.
Responsibilities
- Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions
- Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis as it becomes a "must have" product
- Serve as the primary contact for clients with a prescriptive and consultative approach, serving as a thought partner to deliver a superior customer experience
- Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI
- Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations
- Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities
- Relay client insights back to internal teams, aiding in the continuous improvement of the product and services
- Travel may be required from time to time, including visits to customer office locations and company offices
Requirements
- Experienced professional with a background in Enterprise SaaS, legal (big law), or top-tier management consulting firms and direct experience managing large-scale technology projects
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
- Results-driven candidate who can ruthlessly prioritize competing tasks and demanding customers seamlessly
- Committed, collaborative, and proactive team player with a team-first mentality
Benefits
- A chance to be at the forefront of AI technology and innovation, directly impacting how clients' businesses operate and thrive
- An opportunity to contribute to the growth and direction of the rapidly evolving Customer Success program, building out best-in-class playbooks and processes
- A collaborative work environment that promotes growth, learning, and development
About the Company
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. The company is scaling fast and defining a new category in real time.
