Harvey Customer Success Leader at Harvey managing a team of CSMs supporting strategic law firm accounts. Responsible for driving adoption, retention, and executive engagement across firm partnerships.
Responsibilities
Harvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting our strategic law firm accounts. These partnerships span offices, practice groups and regions, requiring an understanding of how firms operate, make decisions and deliver value to their clients.
Lead and develop the team. Coach CSMs on account strategy, stakeholder relationships and prioritization while managing performance, supporting career development and hiring. Set practical standards for success planning, business reviews and renewal preparation.
Own portfolio outcomes. Be accountable for retention, net revenue retention and adoption across your team’s accounts. Partner with Sales on renewal strategy, forecasting and expansion opportunities, using account data and customer feedback to address risks early.
Drive measurable customer value. Guide the team in identifying high-impact use cases across practice groups, defining success measures and helping lawyers embed Harvey into their work. Ensure account plans connect implementation and adoption to improvements in efficiency, work quality and client service.
Lead executive engagement and customer escalations. Meet directly with senior firm stakeholders, including Partners and knowledge and innovation leaders, to review progress, align on priorities and address concerns. Step in when urgent issues arise, coordinating Harvey’s response and ensuring clear communication, ownership and follow-through.
Align teams around customer priorities. Bring together Sales, Legal Engineering, Product, Engineering and Security to support account plans. Clarify ownership, coordinate resources and work with functional leaders to resolve competing priorities.
Influence product direction. Bring evidence from strategic law firm accounts to Product and go-to-market leadership. Identify recurring adoption barriers, surface unmet needs and help prioritize improvements with broad customer impact.
10+ years of experience in customer success, account management, consulting or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.
A track record of delivering retention and expansion outcomes across complex enterprise accounts, including leading renewal and growth strategies in partnership with Sales.
Experience building strong teams through coaching, clear expectations and thoughtful performance management.
The ability to earn trust with senior stakeholders, lead difficult customer conversations and influence decisions across functions without direct authority.
Strong analytical judgment, including the ability to interpret adoption data, assess account risk and connect customer outcomes to commercial decisions.
