Enterprise Customer Success Manager

Harvey • Dallas, TX

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. You will ensure clients adopt Harvey and derive maximum value from the technology, acting as a trusted advisor who integrates the platform into their business processes and workflows.

You will lead strategic implementation, train and enable end users, manage client relationships, and use adoption, utilization, and other success metrics to support satisfaction and return on investment. You will encourage user and stakeholder engagement, monitor customer health and renewal readiness, identify expansion opportunities, and relay client insights to internal teams to improve Harvey’s products and services. The role also contributes to the growth and direction of the Customer Success program by helping build playbooks and processes.

Requirements

• Background in Enterprise SaaS, big law, 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 ability to ruthlessly prioritize competing tasks and demanding customers.
• Committed, collaborative, proactive team player with a team-first mentality.

Responsibilities

• Lead the integration of Harvey into client workflows to support seamless adoption and effective use of its AI solutions.
• Evangelize LLMs and train and enable end users to adopt Harvey in their daily work.
• Serve as the primary client contact, using a prescriptive and consultative approach and acting as a thought partner.
• Use adoption rates, utilization metrics, and other KPIs to develop strategies that support client satisfaction and high ROI.
• Encourage user and stakeholder engagement and develop advocates for Harvey within client organizations.
• Use analytics and feedback to monitor customer satisfaction and readiness for renewal and expansion.
• Relay client insights to internal teams to support continuous improvement of products and services.
• Contribute to the development of the Customer Success program, including playbooks and processes.

Benefits

• Opportunity to work at the forefront of AI technology and innovation and directly impact clients’ businesses.
• Opportunity to contribute to the growth and direction of the Customer Success program and build playbooks and processes.
• Collaborative work environment that promotes growth, learning, and development.

What This Job Offers

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