Customer Success Leader, Majors
About The Position
Harvey is hiring a Customer Success Leader to manage and develop a team of experienced customer success managers supporting 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 clients. The role turns firm priorities into sustained adoption, measurable improvements in legal work, and lasting partnerships. Reporting to the Head of Customer Success, Majors, the leader will also help shape how Harvey supports strategic law firm accounts as the company evolves.
Requirements
- 10+ years of experience in customer success, account management, consulting, or professional services.
- At least 4 years directly managing CSMs or account teams serving large enterprises.
- 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.
- Ability to earn trust with senior stakeholders, lead difficult customer conversations, and influence decisions across functions without direct authority.
- Strong analytical judgment, including interpreting adoption data, assessing account risk, and connecting customer outcomes to commercial decisions.
- Experience helping organizations adopt new technology and change established ways of working, with an understanding of AI’s opportunities and limitations.
Nice To Haves
- Experience serving law firms and navigating their partnership structures, practice-group needs, and technology adoption is strongly preferred.
Responsibilities
- Lead, coach, and develop CSMs; manage performance, support career development, hire, and set practical standards for success planning, business reviews, and renewal preparation.
- Own retention, net revenue retention, and adoption outcomes across the team’s accounts.
- Partner with Sales on renewal strategy, forecasting, and expansion opportunities, using account data and customer feedback to address risks early.
- 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.
- Engage senior firm stakeholders, including Partners and knowledge and innovation leaders, to review progress, align priorities, and address concerns.
- Lead customer escalations by coordinating Harvey’s response and ensuring clear communication, ownership, and follow-through.
- Coordinate Sales, Legal Engineering, Product, Engineering, and Security around customer priorities; clarify ownership, coordinate resources, and work with functional leaders to resolve competing priorities.
- Bring evidence from strategic law firm accounts to Product and go-to-market leadership, identify recurring adoption barriers and unmet needs, and help prioritize improvements with broad customer impact.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
