Enterprise Customer Success Manager

You'll be the trusted advisor guiding leading enterprises and law firms through their journey with Harvey's AI platform. In this role, you'll ensure clients derive maximum value from our technology while helping define the future of knowledge work. As a key driver of adoption, retention, and advocacy, you'll be essential to scaling our category-defining business.

What you'll do

• Lead the integration of Harvey into client workflows to ensure seamless adoption and optimal use of our AI solutions.
• Evangelize LLM capabilities and enable end users to adopt Harvey as a daily "must have" product.
• Serve as the primary consultative contact and thought partner for clients to deliver a superior customer experience.
• Leverage adoption rates, utilization metrics, and other KPIs to drive client satisfaction and high ROI.
• Transform users and stakeholders into Harvey advocates by encouraging deep engagement across their organizations.
• Monitor customer health through analytics and feedback to ensure readiness for renewal and expansion.
• Relay client insights back to internal teams to support continuous improvement of Harvey's product and services.
• Travel to customer and company offices as needed.

What Harvey is looking for

• Background in Enterprise SaaS, legal (big law), or top-tier management consulting with direct experience managing large-scale technology projects.
• Excellent communication and strategic planning skills, with the ability to influence stakeholders at various levels.
• A results-driven approach to ruthlessly prioritizing competing tasks and managing demanding customers.
• A committed, proactive, and collaborative team player who operates with a team-first mentality.
• Familiarity with AI/LLM technologies and their practical applications in enterprise settings.