Enterprise Customer Success Manager

About Harvey

Harvey is transforming how legal and professional services operate through frontier agentic AI, enterprise-grade platforms, and deep domain expertise. With 1000+ customers across 60+ countries, strong product-market fit, and world-class investor backing, we're scaling rapidly and defining a new category in real time. This is a rare opportunity to help build a generational company at a true inflection point, where the work is ambitious, the bar is high, and personal, professional, and financial growth potential is exceptional.

Our team is sharp, motivated, and deeply committed to reshaping critical knowledge work for decades to come. We move fast, operate with intensity, and take real ownership—from early thinking to long-term outcomes. We stay close to our customers at every level and solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to shape the future of work alongside excellence-driven leaders, we invite you to build with us.

Role Overview

As an Enterprise Customer Success Manager, you'll play a critical role in guiding clients through their journey with Harvey and help define the future of work at top enterprises and leading law firms. This pivotal position ensures clients not only adopt Harvey but derive maximum value from our AI-powered technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows while serving as a thought partner for sustainable success.

Key Responsibilities

• Strategic Implementation: Lead seamless integration of Harvey into client workflows, ensuring optimal adoption and utilization of our AI solutions across their organizations.
• Training & Enablement: Evangelize large language models and Harvey's capabilities by meeting with and enabling end users to adopt the platform daily, transforming it into a must-have product.
• Client Relationship Management: Serve as the primary contact for enterprise clients with a prescriptive, consultative approach, delivering superior customer experience and strategic guidance.
• Success Metrics Management: Leverage adoption rates, utilization metrics, and KPIs to drive strategies that ensure client satisfaction, measurable ROI, and long-term value realization.
• User Advocacy & Engagement: Encourage user and stakeholder engagement throughout client organizations, transforming them into Harvey advocates and change champions.
• Customer Health Monitoring: Use analytics and client feedback to maintain satisfaction levels, identify upsell opportunities, and ensure readiness for renewals and expansion.
• Product Feedback Loop: Relay critical client insights back to internal product, engineering, and strategy teams to drive continuous improvement.
• Travel: Occasional travel to customer office locations for in-person relationship building and strategic implementations.

What We're Looking For

You bring proven success in enterprise customer success, client relationship management, or account management roles. You understand the legal and professional services landscape, or have demonstrated ability to quickly master complex enterprise software. You're a natural communicator who builds trust with C-suite and end users alike, combining strategic thinking with hands-on execution. You excel at translating technical capabilities into business value, thrive in fast-paced environments, and take ownership of outcomes. Your analytical mindset, combined with genuine enthusiasm for helping clients succeed, makes you the ideal trusted advisor Harvey clients need.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.