Head of Customer Success, Mid-Market

What You'll Do

Strategic Leadership

• Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to Harvey's revenue and retention goals.

Team Building & Development

• Recruit, coach, and develop a high-performing team of Mid-Market CSMs and CS Leaders.
• Foster a culture of accountability, empathy, and excellence.
• Set clear expectations, run effective operating cadences, and manage performance with rigor.

Customer Outcomes & Retention

• Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business.
• Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.

Operational Excellence

• Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks — that enable the team to manage a growing portfolio of Mid-Market accounts.

Cross-Functional Partnership

• Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing.
• Translate customer feedback into actionable insights that shape the product roadmap and go-to-market strategy.

Executive Engagement

• Personally engage with C-suite stakeholders at Harvey's larger Mid-Market accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment.

What You Have

• 10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in an enterprise SaaS environment.
• Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale.
• Deep experience building and leading teams of 10+ across multiple segments (MM, SMB, ENT) and geographies (US, Canada, LATAM).
• Strong executive presence and the ability to engage confidently with C-suite legal and business stakeholders.
• Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred.
• Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences.
• Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions.
• Results-driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business.
• A builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists.

Compensation

$264,800 - $300,000 USD OTE 80/20