Majors Customer Success Manager
Majors Customer Success Manager guiding Harvey's largest enterprise customers (elite law firms, Fortune 500, asset managers) through AI platform adoption, driving value realization, change management, executive relationships, and product feedback. Requires consulting or strategic CS background with strong influence and prioritization skills.
About the job
Responsibilities
- Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
- Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
- Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
- Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
- Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
- Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
- Travel required: Up to 25% of the time.
Requirements
- Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house) environment.
- History and comfort conducting change management and wide-scale adoption for large technology projects.
- Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
- Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- A strong commitment to be collaborative and proactive with a team-first mentality.
Skills
Customer Success, Account Management, Change Management, Enterprise Saas, Legal Tech, Stakeholder Management, Executive Engagement, Product Feedback, Consultative Selling, Strategic Planning
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