Majors Customer Success Manager (Asset Management)
About The Position
As a Majors Customer Success Manager, you will guide Harvey’s largest customers—including leading law firms, Fortune 500 companies, and asset managers—through AI implementation, adoption, and change management. You will work with senior leaders and practicing lawyers to identify opportunities to improve work, develop implementation plans, and lead cross-functional delivery. You will own strategic customer relationships from initial deployment through ongoing adoption and renewal. The role combines advisory work with responsibility for account health, measurable customer value, and retention. You will establish value, understand customer needs, address barriers to continued investment, and partner with Sales throughout the customer lifecycle. You will also contribute customer feedback and delivery lessons to Harvey’s product roadmap and repeatable playbooks. Travel is required up to 25%.
Requirements
- Experience in asset management, banking or financial services management consulting, technology advisory, transformation delivery, or strategic enterprise customer success, with direct responsibility for delivering complex client programs.
- Track record of turning business goals into executable plans and managing multiple workstreams through delivery, with ownership of timelines, stakeholder alignment, and results.
- Experience helping organizations adopt new technology and change established ways of working.
- Ability to establish 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
- Assess customer goals and current workflows, identify valuable use cases, and develop implementation plans with milestones, owners, and success measures.
- Drive implementation across practice groups, business functions, and regions, adapting plans based on results.
- Partner with lawyers and customer leaders to 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 account strategy and use adoption data, stakeholder feedback, and business impact to assess progress and guide next steps.
- Identify risks early, lead responses to escalations, keep customers informed, and hold internal teams accountable for resolution.
- Conduct ongoing discovery into customer goals, decision criteria, and stakeholder sentiment.
- Demonstrate customer value to support renewals, address retention risks, equip Sales to lead renewal discussions, and identify needs-based expansion opportunities.
- Coordinate Legal Engineering, technical specialists, Product, and Sales around shared customer plans; clarify responsibilities, manage dependencies, and resolve blockers.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
