# Head of Customer Success, Mid-Market

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Success
**Salary:** $265k – $300k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Account Management, SaaS, net revenue retention, Team Leadership, executive engagement, ai technology, legal technology, Data Analytics, CRM, qbr, health scoring
**Posted:** 2026-07-21

> Lead the mid-market Customer Success strategy and team across the Americas for Harvey's AI platform. Own NRR, adoption, expansion, team scaling, and executive relationships with law firms and legal departments.

## Job Description

## 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

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