Enterprise Customer Success Manager
Enterprise Customer Success Manager guiding large law firms and enterprises on AI platform adoption. Drive implementation, training, utilization metrics, renewals/expansion, and relay product feedback while acting as a trusted advisor.
About the job
Responsibilities
- Lead the strategic implementation and integration of Harvey into client workflows for seamless adoption and optimal use of AI solutions.
- Provide training and enablement to end users, evangelizing the power of LLMs to make Harvey a daily "must-have" product.
- Serve as the primary point of contact for enterprise clients with a prescriptive, consultative approach as a trusted thought partner.
- Manage success metrics including adoption rates, utilization, and KPIs to drive client satisfaction, high ROI, renewal, and expansion.
- Promote user and stakeholder engagement to transform clients into Harvey advocates.
- Monitor customer health using analytics and feedback.
- Relay client insights and feedback to internal product and engineering teams for continuous improvement.
- Travel occasionally to customer and company offices.
Requirements
- Experience in Enterprise SaaS, legal (Big Law), or top-tier management consulting with direct experience managing large-scale technology projects.
- Excellent communication and strategic planning skills with ability to influence stakeholders at all levels.
- Results-driven with ability to ruthlessly prioritize competing tasks and demanding customers.
- Strong team player: committed, collaborative, proactive with a team-first mentality.
Nice-to-Haves
- Background that combines legal/tech/consulting expertise.
- Experience building out Customer Success playbooks and processes.
Skills
Customer Success, Enterprise Saas, LLMs, Ai Solutions, Stakeholder Management, Workflow Integration, Adoption Metrics, ROI Analysis, Client Advocacy, Consultative Selling
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