Majors Customer Success Manager

Harvey•San Francisco, CA

7d•$180,000 - $210,000

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 work, turn those opportunities into implementation plans, and lead cross-functional efforts to deliver results. You will own the customer relationship end to end 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 establish and demonstrate value, understand customer needs, address barriers to continued investment, and partner with Sales throughout the customer lifecycle. The role requires travel of 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.
A track record of translating 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 earn credibility with senior executives and work directly with end users, moving between strategic discussions and hands-on execution.
Strong analytical and commercial judgment, including the ability to assess customer value, uncover renewal considerations, and identify retention risks early.
A collaborative approach and the judgment to prioritize across a demanding customer portfolio.
Initiative, effectiveness working through 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 build implementation plans with clear milestones, owners, and success measures.
Drive execution of implementation and transformation programs across practice groups, business functions, and regions, adapting plans based on what works.
Partner with lawyers and customer leadership to embed Harvey into everyday practice, develop champions, address resistance, and coordinate targeted training with Legal Product Specialists.
Help customers scale successful individual use cases into repeatable ways of working across teams.
Own a portfolio of strategic customer accounts, set account strategy, and use adoption data, stakeholder feedback, and business impact to assess progress and plan next steps.
Address account risks early, lead responses to escalations, keep customers informed, and hold internal teams accountable for resolution.
Conduct ongoing discovery to understand customer goals, decision criteria, and stakeholder sentiment.
Build the case for renewal through demonstrated value, address retention risks early, 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 the 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 with competing goals, and manage difficult conversations when expectations or results shift.