# Head of Customer Success, Enterprise (Americas)
**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** New York, NY
**Salary:** $276K-$325K
**Skills:** Net Revenue Retention, Nrr, Customer Success Management, Team Leadership, Account Segmentation, Success Planning, Qbr Cadences, Health Scoring, Renewal Playbooks, Onboarding Frameworks, Escalation Workflows
**Posted:** 2026-03-20
> Leads enterprise customer success strategy and team across Americas, driving NRR, adoption, renewals, and expansion for top law firms and legal departments using Harvey's AI platform. Requires 10+ years CS experience with 5+ in enterprise SaaS team leadership.
## 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 Enterprise 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 (NRR), adoption, and renewal targets for the Americas enterprise 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 enterprise 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 most strategic 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 (enterprise, majors) 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

$276,000-$325,000
**Apply:** https://hotfix.jobs/jobs/head-of-customer-success-enterprise-americas-at-harvey-b79f7b30-7540-4f4a-b247-337cff573c79
**Canonical:** https://hotfix.jobs/jobs/head-of-customer-success-enterprise-americas-at-harvey-b79f7b30-7540-4f4a-b247-337cff573c79