Head of Customer Success, Enterprise

As the Head of Customer Success, Enterprise - Americas, you will own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America. You will lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts — top law firms and enterprise legal departments — and ensuring they derive maximum, measurable ROI from our AI platform. This is a senior leadership role that reports directly to the VP of Customer Success and requires a builder's mindset: you will define the playbooks, scale the team, and set the standard for what world-class customer success looks like at Harvey across the Americas.

Responsibilities

Strategic Leadership: Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to Harvey's revenue and retention goals; Team Building & Development: Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders. Foster a culture of accountability, empathy, and excellence. Set clear expectations, run effective operating cadences, and manage performance with rigor; Customer Outcomes & Retention: Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs; Operational Excellence: Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks — that enable the team to manage a growing portfolio of enterprise accounts; Cross-Functional Partnership: Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing. Translate customer feedback into actionable insights that shape the product roadmap and go-to-market strategy; Executive Engagement: Personally engage with C-suite stakeholders at Harvey's most strategic accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment.

Requirements

10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in an enterprise SaaS environment; 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; 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.

Nice to have

Experience in legal technology; professional services; selling into law firms and corporate legal departments

Benefits

A chance to be at the forefront of AI technology and innovation, directly impacting how the legal industry operates and evolves; The opportunity to shape and scale Harvey's customer success function across an entire region during a period of hyper-growth; A collaborative, high-intensity work environment that promotes growth, learning, and development.