Head of Customer Success, Enterprise

Job description

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As the Head of Customer Success, Enterprise - Americas, you will own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America. You will lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts — top law firms and enterprise legal departments — and ensuring they derive maximum, measurable ROI from our AI platform. This is a senior leadership role that reports directly to the VP of Customer Success and requires a builder's mindset: you will define the playbooks, scale the team, and set the standard for what world-class customer success looks like at Harvey across the Americas. WHAT YOU'LL DO - Strategic Leadership: Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to Harvey's revenue and retention goals. - Team Building & Development: Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders. Foster a culture of accountability, empathy, and excellence. Set clear expectations, run effective operating cadences, and manage performance with rigor. - Customer Outcomes & Retention: Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs. - Operational Excellence: Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks — that enable the team to manage a growing portfolio of enterprise accounts. - Cross-Functional Partnership: Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing. Translate customer feedback into actionable insights that shape the product roadmap and go-to-market strategy. - Executive Engagement: Personally engage with C-suite stakeholders at Harvey's most strategic accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment. WHAT YOU HAVE - 10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in an enterprise SaaS environment. - Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale. - Deep experience building and leading teams of 10+ across multiple segments (enterprise, majors) and geographies (US, Canada, LATAM). - Strong executive presence and the ability to engage confidently with C-suite legal and business stakeholders. - Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred. - Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences. - Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions. - Results-driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business. - A builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists. WHAT WE OFFER - A chance to be at the forefront of AI technology and innovation, directly impacting how the legal industry operates and evolves. - The opportunity to shape and scale Harvey's customer success function across an entire region during a period of hyper-growth. - A collaborative, high-intensity work environment that promotes growth, learning, and development. COMPENSATION $276,000-$325,000 DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai