Majors Customer Success Manager

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.