Customer Success, Enterprise
Own value realization, adoption, renewals, and expansion for enterprise customers using Harvey’s AI platform. The role requires 3–4+ years in customer-owning technology or SaaS roles, strategic planning, executive engagement, and the ability to drive measurable customer outcomes.
About the job
Responsibilities
- Own value realization for enterprise customers and leading law firms.
- Guide customers through integrating AI into lawyers' and other professionals' daily workflows.
- Identify use cases and integrate Harvey into business processes and workflows.
- Build lasting customer relationships and partner with Account Executives to renew and expand strategic partnerships.
- Onboard customers by integrating Harvey into workflows, guiding administrators with data-backed best practices, and ensuring optimal use of AI solutions.
- Train and enable end users, positioning Harvey as essential to strategic legal work.
- Serve as the primary customer contact, foster champions, engage executive buyers, and build customer advocacy.
- Align on adoption rates, measurable value, positive AI experiences, and ROI.
- Collaborate with Account Executives on renewal readiness and expansions.
- Represent customer needs internally and relay insights to Product and Engineering.
Requirements
- 3–4+ years in customer-owning roles at technology or SaaS companies.
- Ability to adapt to rapid change and growth.
- Strategic planning and revenue-based prioritization.
- Experience managing customer-facing projects and timelines.
- Experience running in-person meetings with executives.
- Ability to map organizations and influence stakeholders.
- Experience driving customer metrics and outcomes.
- Experience owning revenue, expansion, and renewal targets.
- Strong point of view and proactive self-management.
- Ability to work cross-functionally with Product and Sales teams.
Skills
SaaS, Artificial Intelligence, Customer Onboarding, Customer Training, Strategic Planning, Project Management, Stakeholder Management, Executive Engagement, Revenue Growth, Renewals, Product Feedback, Cross-Functional Collaboration
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