Scaled Customer Success Leader
About The Position
Harvey is hiring a Scaled Customer Success Leader to operationalize and elevate how we deliver value to our rapidly growing customer base. In this role, you’ll lead a team of Customer Success Managers who support a high volume of customers through scalable, tech-enabled engagement models. You’ll build data-driven strategies, optimize processes, and leverage automation to help our customers achieve meaningful outcomes efficiently. This is a hands-on leadership role, perfect for someone who loves building structure, mentoring emerging talent, and scaling success programs that grow with the business.
Requirements
- 6+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 3+ years in a leadership or mentorship capacity.
- Experience managing scaled, digital, or tech-touch success programs in SaaS, AI, legal, or other technology sectors.
- Strong operational mindset and comfort with systems, automation tools, and data-driven decision-making.
- Ability to coach and support developing CSMs, helping them build confidence, consistency, and customer impact.
- Excellent communication and collaboration skills with the ability to work cross-functionally and influence without authority.
Nice To Haves
- Background in law or experience in the legal technology sector
- Previous experience in consulting or professional services firms
- Experience working with or supporting large financial institutions or asset managers
Responsibilities
- Lead, coach, and develop a team of Scaled Customer Success Managers focused on driving product adoption, retention, and customer outcomes across a high-volume customer segment.
- Design and refine scalable engagement models that leverage automation, digital programs, and data insights to deliver meaningful customer experiences.
- Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization.
- Implement processes and success playbooks that enable efficient account coverage and proactive customer management.
- Analyze customer health metrics and feedback to identify trends, risks, and opportunities for continuous improvement.
- Foster a culture of learning, collaboration, and operational excellence within the scaled success team.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
