Majors Customer Success Manager

As a Majors Customer Success Manager, you'll lead AI implementation, adoption and change management for Harvey's largest customers, including leading law firms, Fortune 500 companies and asset managers. You'll work directly with senior leaders and practicing lawyers to identify where AI can improve their work, turn those opportunities into implementation plans and lead the cross-functional effort to deliver results. You'll own the customer relationship end to end as the primary lead for a portfolio of strategic accounts, from initial deployment through ongoing adoption and renewal. This role combines the strategic depth of advisory work with responsibility for account health, measurable customer value and retention. You'll drive retention by establishing measurable value, understanding customer needs and addressing barriers to continued investment, partnering with Sales throughout the customer lifecycle.

Responsibilities

Lead implementation and transformation programs, including assessing customer goals and workflows, identifying use cases and building plans with milestones, owners and success measures; Drive change in how lawyers work, including developing champions, addressing resistance and coordinating targeted training with Legal Product Specialists; Own the customer portfolio, setting account strategy, directing the next phase of work and leading the response to escalations; Drive retention and support growth, including ongoing discovery, building the case for renewal, and identifying expansion opportunities; Lead cross-functional delivery across Legal Engineering, technical specialists, Product and Sales, and translate customer needs into product feedback and repeatable playbooks; Advise executives and align stakeholders, including senior partners, General Counsel and innovation, technology and operations leaders; Travel up to 25%

Requirements

Experience in management consulting, technology advisory, transformation delivery or strategic enterprise customer success, with direct responsibility for delivering complex client programs; A track record of turning business goals into executable plans and managing multiple workstreams through delivery, with clear ownership of timelines, stakeholder alignment and results; Experience helping organizations adopt new technology and change established ways of working; The ability to earn credibility with senior executives and work directly with end users, moving comfortably between strategic discussions and hands-on execution; Strong analytical and commercial judgment, with the ability to assess customer value, uncover renewal considerations and identify retention risks early; A collaborative approach and the judgment to prioritize across a demanding customer portfolio; Initiative, ability to work effectively through ambiguity, and curiosity about AI and its practical applications

Nice to have

Experience serving legal, financial services or professional services organizations; Curiosity about AI and its practical applications

Benefits

Ownership of AI implementation and transformation programs with leading legal and business organizations; The opportunity to build lasting customer relationships and see measurable improvements over time; Close collaboration with product and specialist teams, with direct input into how Harvey's technology and customer delivery approach evolve