Customer Success, Enterprise

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.