Majors Customer Success Manager
About The Position
As a Majors Customer Success Manager, you will lead AI implementation, adoption, and change management for Harvey’s largest customers, including leading law firms, Fortune 500 companies, and asset managers. You will work with senior leaders and practicing lawyers to identify opportunities for AI to improve their work, turn those opportunities into implementation plans, and lead cross-functional delivery. You will own the end-to-end customer relationship as the primary lead for a portfolio of strategic accounts, from initial deployment through ongoing adoption and renewal. The role combines strategic advisory work with responsibility for account health, measurable customer value, and retention. You will drive retention by establishing measurable value, understanding customer needs, and addressing barriers to continued investment, while partnering with Sales throughout the customer lifecycle. Travel is required up to 25%.
Requirements
- Experience in management consulting, technology advisory, transformation delivery, or strategic enterprise customer success, with direct responsibility for delivering complex client programs.
- Track record of converting business goals into executable plans and managing multiple workstreams through delivery, with clear ownership of timelines, stakeholder alignment, and results.
- Experience helping organizations adopt new technology and change established ways of working.
- Ability to build credibility with senior executives and work directly with end users, balancing strategic discussions with hands-on execution.
- Strong analytical and commercial judgment, including the ability to assess customer value, uncover renewal considerations, and identify retention risks early.
- Collaborative approach and judgment to prioritize across a demanding customer portfolio.
- Initiative, effectiveness in ambiguity, and curiosity about AI and its practical applications.
Nice To Haves
- Experience serving legal, financial services, or professional services organizations.
Responsibilities
- Lead implementation and transformation programs by assessing customer goals and workflows, identifying use cases, and creating plans with milestones, owners, and success measures.
- Drive execution across practice groups, business functions, and regions, adapting plans based on results.
- Help lawyers and customer leaders embed Harvey into everyday practice; develop champions, address resistance, and coordinate targeted training with Legal Product Specialists.
- Help customers scale successful use cases into repeatable ways of working across teams.
- Own a portfolio of strategic customer accounts, setting account strategy and using adoption data, stakeholder feedback, and business impact to assess progress and determine next steps.
- Identify risks early and lead responses to escalations, keeping customers informed and internal teams accountable for resolution.
- Conduct ongoing discovery into customer goals, decision criteria, and stakeholder sentiment; demonstrate value to support renewals, address retention risks, and equip Sales to lead renewal discussions.
- Identify expansion opportunities based on customer needs and business impact.
- Coordinate Legal Engineering, technical specialists, Product, and Sales around shared customer plans; clarify responsibilities, manage dependencies, resolve blockers, and ensure specialist contributions support account strategy.
- Translate customer needs and delivery lessons into product feedback and repeatable playbooks.
- Build relationships with senior partners, General Counsel, and innovation, technology, and operations leaders; lead discussions about investment and progress, align stakeholders, and manage difficult conversations when expectations or results shift.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
