Law Schools Founding CSM
Build and operate Harvey’s global customer success and activation function for law school partners, covering onboarding, training, account health, reporting, and scaled engagement. Requires 5+ years in customer success, account or program management, plus strong presentation and systems-building skills.
About the job
Responsibilities
- Build and run the scaled post-signature customer success model for long-tail law school partners across all geographies, including playbooks, templated cadences, training materials, and activation milestones.
- Partner with Legal Engineers and Law School Managers to turn school feedback into program improvements and deeper campus integrations.
- Own portfolio-wide reporting on usage trends, activation status, and account health; surface risks and opportunities to geographic managers and leadership.
- Deliver product training and demonstrations across the law school portfolio, including onboarding sessions, faculty demonstrations, librarian training, classroom integrations, and workspace setup.
- Maintain the law school CRM, including account notes, points-of-contact data, meeting logs, and opportunity tracking.
- Lead end-of-term recap cycles, capture first-year learnings, and align on second-year activation goals with internal stakeholders and law school champions.
Requirements
- 5+ years of experience in customer success, account management, program management, or client services.
- Experience in a high-growth SaaS, legal technology, or professional services environment preferred.
- Ability to build systems, create playbooks, and manage performance against metrics.
- Player-coach mindset and willingness to help grow a new customer success function.
- Strong training and presentation skills for audiences ranging from law professors to student organization leaders.
- Experience building scaled or tech-touch customer success programs for large, distributed account portfolios.
- Clear, direct communication and reliable follow-through.
- Comfort working across time zones and geographies with distributed teams.
- Legal background or strong legal context is a plus; a JD is not required.
Compensation
- $160,000–$185,000 USD annually.
Skills
Customer Success, Account Management, Program Management, SaaS, Legal Technology, Playbook Development, Product Training, Presentation Skills, CRM, Account Health, Usage Reporting, Legal Ai
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.