Customer Success, Enterprise

As an Enterprise Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You’ll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will not only help customers to identify use cases for Harvey, but also help transform the practice of law. You’ll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey’s strategic partnerships.

Responsibilities

Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions; Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work; Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates; Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI; Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions; Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform

Requirements

3-4+ years in customer-owning roles at tech or SaaS platforms; Adapting seamlessly in the face of high-speed change and growth; Strategic planning, revenue-based prioritization; Managing customer-facing projects and timelines; Running in-person meetings w/ executives; Mapping an organization and influencing stakeholders; Driving key customer metrics and outcomes; Owning a revenue, expansion, and renewal target; Demonstrating a strong point of view and proactive self-management; Working cross-functionally with Product and Sales teams