Customer Success Leader, Majors - Asset Management

Harvey•New York, NY

3d•$230,000 - $250,000

About The Position

Harvey is hiring a Customer Success Leader to manage and develop a team of experienced customer success managers supporting strategic asset management accounts. These partnerships span legal teams, business functions, and regions, so the role requires understanding how asset managers operate and how legal work supports investment activities and business priorities. The leader will help the team turn those priorities into sustained adoption, measurable improvements in legal work, and lasting partnerships. Reporting to the Head of Customer Success, Majors, this person will also help shape how Harvey supports strategic asset management accounts as the company evolves. The role owns portfolio outcomes, including retention, net revenue retention, and adoption, and partners with Sales on renewal strategy, forecasting, and expansion opportunities. It also includes coaching and developing CSMs, engaging senior customer stakeholders, coordinating customer escalations, aligning internal teams around customer priorities, and bringing customer evidence to Product and go-to-market leadership to influence product direction.

Requirements

10+ years of experience in customer success, account management, consulting, or professional services.
At least 4 years of direct management experience leading 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.
Ability to earn executive trust, 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 in regulated environments, with an understanding of AI's opportunities and limitations.

Nice To Haves

Experience serving asset managers or other financial institutions, particularly their legal and compliance teams.

Responsibilities

Lead, coach, and develop CSMs, including managing performance, supporting career development, and hiring.
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, defining success measures, and embedding Harvey into daily workflows.
Ensure account plans connect implementation and adoption to improvements in turnaround time, internal capacity, and management of legal spend.
Engage senior customer stakeholders, including General Counsel and legal, compliance, and operations leaders, to review progress, align on priorities, and address concerns.
Lead responses to urgent customer issues, ensuring clear communication, ownership, and follow-through.
Coordinate Sales, Legal Engineering, Product, Engineering, and Security around account plans, clarify ownership, coordinate resources, and resolve competing priorities with functional leaders.
Share evidence from strategic asset management accounts with Product and go-to-market leadership, identify recurring adoption barriers and unmet needs, and help prioritize improvements with broad customer impact.