Role OverviewHarvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting our strategic asset management accounts. These partnerships span legal teams, business functions and regions, requiring an understanding of how asset managers operate and how legal work supports their investment activities and business priorities.
You will help the team turn those priorities into sustained adoption, measurable improvements in legal work and lasting partnerships. Reporting to the Head of Customer Success, Majors, you will also help shape how we support strategic asset management accounts as Harvey evolves.
What You'll Do- Lead and develop the team. Coach CSMs on account strategy, stakeholder relationships and prioritization while managing performance, supporting career development and hiring. Set practical standards for success planning, business reviews and renewal preparation.
- Own portfolio outcomes. Be accountable for retention, net revenue retention and adoption across your team's accounts. Partner with Sales on renewal strategy, forecasting and expansion opportunities, using account data and customer feedback to address risks early.
- Drive measurable customer value. Guide the team in identifying high-impact use cases across legal teams and their business partners, defining success measures and embedding Harvey into daily workflows. Ensure account plans connect implementation and adoption to improvements in turnaround time, internal capacity and management of legal spend.
- Lead executive engagement and customer escalations. Meet directly with senior customer stakeholders, including General Counsel and legal, compliance and operations leaders, to review progress, align on priorities and address concerns. Step in when urgent issues arise, coordinating Harvey's response and ensuring clear communication, ownership and follow-through.
- Align teams around customer priorities. Bring together Sales, Legal Engineering, Product, Engineering and Security to support account plans. Clarify ownership, coordinate resources and work with functional leaders to resolve competing priorities.
- Influence product direction. Bring evidence from strategic asset management accounts to Product and go-to-market leadership. Identify recurring adoption barriers, surface unmet needs and help prioritize improvements with broad customer impact.
What You Have- 10+ years of experience in customer success, account management, consulting or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.
- A track record of delivering retention and expansion outcomes across complex enterprise accounts, including leading renewal and growth strategies in partnership with Sales.
- Experience building strong teams through coaching, clear expectations and thoughtful performance management.
- The ability to earn executive trust, lead difficult customer conversations and influence decisions across functions without direct authority.
- Strong analytical judgment, including the ability to interpret adoption data, assess account risk and connect customer outcomes to commercial decisions.
- Experience helping organizations adopt new technology in regulated environments, with an understanding of AI's opportunities and limitations. Experience serving asset managers or other financial institutions, particularly their legal and compliance teams, is strongly preferred.
What We Offer- The opportunity to develop a strong team working with leading asset managers.
- Close collaboration with Harvey's leadership and product teams on complex customer challenges.
- The chance to help legal teams turn advances in AI into lasting improvements in how they support the business.
Compensation$230,000 - $250,000 USD OTE 80/20
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