Enterprise Customer Success Manager
Enterprise Customer Success Manager guiding clients (especially in asset management, banking, legal) through adoption of Harvey's AI platform. Drive implementation, training, relationship management, and ROI using metrics while feeding insights back to product teams.
About the job
Responsibilities
- Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
- Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
- Serve as the primary contact for clients with a prescriptive and consultative approach and serving as a thought partner to deliver a superior customer experience.
- Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI.
- Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
- Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
- Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.
Requirements
- Experienced background in asset management, banking or financial services or strategic customer success/account management experience, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects.
- Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results driven and able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- Committed, collaborative and proactive with a team-first mentality.
Nice-to-Haves
- Travel may be required from time to time, including visits to customer office locations and company offices.
Skills
Customer Success, Account Management, LLMs, Ai Solutions, Workflow Integration, Kpi Analysis, Stakeholder Management, Strategic Planning
Similar jobs
Customer Success jobs
Blee
United States
Own long-term relationships with enterprise legal and marketing customers, driving adoption, retention, expansion, and measurable value from implementation through renewal. Requires 3–5 years in enterprise SaaS customer success or account management, technical fluency, and executive communication skills.
Cloudflare
New York, NYLeads and develops a team of Customer Experience Managers responsible for customer onboarding, retention, renewals, and expansion. The role requires 5+ years in Customer Success and Renewals Sales, direct people-management experience, SaaS retention expertise, and proficiency with AI-enabled workflows.
Forward Networks
New York, NY
Provides post-sales technical leadership, troubleshooting, adoption guidance, and cross-functional support for enterprise networking customers. Requires 5+ years of customer-facing post-sales or network engineering experience, strong networking and security fundamentals, and onsite customer engagement.
Scale AI
Honolulu, HILeads customer relationships, account execution, and delivery of agentic AI workflows for a national security customer. Requires 5+ years in stakeholder management or customer-facing enterprise solution delivery, an active TS/SCI clearance, and frequent onsite work in Colorado Springs.
Scale AI
Colorado Springs, COOwn strategic government customer relationships and lead technical delivery for homeland defense AI and agentic workflow initiatives. The role requires an active TS/SCI clearance, at least five years of relevant technical delivery experience, strong customer and communication skills, and substantial onsite engagement in secure environments.