Enterprise Customer Success Manager

Harvey • Chicago, IL

4d • $160,000 - $185,000

About The Position

As an Enterprise Customer Success Manager, you will guide clients through their journey with Harvey and help define the future of work at top enterprises and leading law firms. The role focuses on helping clients adopt Harvey and derive maximum value from its technology by acting as a trusted advisor and integrating the platform into their business processes and workflows.

You will contribute to the development of Harvey’s Customer Success program, including building playbooks and processes, while working in a collaborative environment that promotes growth, learning, and development.

Requirements

• Background in enterprise SaaS, big law/legal work, or a top-tier management consulting firm.
• Direct experience managing large-scale technology projects.
• Excellent communication and strategic planning skills.
• Ability to influence stakeholders at various levels.
• Results-driven approach and ability to prioritize competing tasks and demanding customers.
• Collaborative, proactive, committed, team-first approach.

Responsibilities

• Lead the integration of Harvey into client workflows to support seamless adoption and effective use of its AI solutions.
• Meet with and enable end users to understand and adopt Harvey in their daily work, promoting the capabilities of large language models.
• Serve as the primary client contact, using a consultative approach and acting as a thought partner to deliver a strong customer experience.
• Use adoption rates, utilization metrics, and other KPIs to shape strategies that support client satisfaction and return on investment.
• Encourage user and stakeholder engagement and develop advocates for Harvey within client organizations.
• Monitor customer health using analytics and feedback, maintaining satisfaction and assessing readiness for renewals and expansion.
• Relay client insights to internal teams to support continuous improvement of products and services.

Benefits

• Opportunity to work at the forefront of AI technology and innovation and affect client businesses.
• Opportunity to help grow and shape the Customer Success program by developing playbooks and processes.
• Collaborative work environment that promotes growth, learning, and development.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed