# Law Schools Founding CSM

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $160k – $185k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Program Management, CRM, Product Training, SaaS, Legal Tech, Playbooks, Metrics Tracking, Presentation Skills
**Posted:** 2026-07-14

> Founding Customer Success Manager responsible for building and scaling the global law school program at Harvey AI. Owns post-sales operations, product training, onboarding, portfolio reporting, CRM maintenance, and activation playbooks across all geographies while partnering with geo managers.

## Job Description

## Responsibilities
- Build and run the scaled post-sign partnership model for long tail school partners across all geographies — playbooks, templated cadences, training materials, and activation milestones.
- Partner with Legal Engineers and Law School Managers to translate school feedback into program improvements and deeper embeds on key campuses.
- Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace.
- Own product training and demo delivery across the full law school portfolio — onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup.
- Maintain the law school CRM across all geographies — account notes, POC data, meeting logs, and opportunity tracking.
- Lead end-of-term recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with key internal stakeholders and Law School champions.

## Requirements
- 5+ years in customer success, account or program management, or client services — preferably in a high-growth SaaS, legal tech, or professional services environment.
- Build the machine mindset: you build systems, write playbooks, and hold yourself to metrics.
- Player-coach approach: You are a founding CSM for this team and will have a strong part in growing it.
- Strong trainer and presenter — you can run a room of law professors or a 1:1 demo with a student org leader and make both count.
- Experience building scaled or tech-touch CS programs for large, distributed account portfolios.
- Clear, direct communicator who doesn't let follow-ups fall through the cracks.
- Comfortable working across time zones and geographies in close coordination with a distributed team.

## Nice-to-Haves
- Legal background or strong legal context is a plus, not a requirement — comfort explaining legal AI tools to a sophisticated legal audience matters more than a JD.

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