Role OverviewCustomer Education sits within Product and owns the front door through which every Harvey customer comes to understand the product. The team already runs a strong certification program and a content library our customers trust, and partners constantly with Product, Product Operations, Sales, Legal Engineering and Customer Success to keep it that way.
We're hiring a Head of Customer Learning to take ownership of an evolving Customer Education team and elevate the function into a strategic, revenue-relevant part of the business. The foundation is strong: an Academy, certification program and content library our customers already trust. This role is about scaling that foundation, setting a multi-quarter roadmap, and owning exec-level updates for Customer Education.
You'll partner closely with Product, Customer Experience, Product Operations, and GTM leadership to align the roadmap to the business, build out a digital-first strategy for onboarding and adoption, and develop the longer-term vision for how Harvey teaches an entire industry to work with AI - positioning Harvey as the definitive authority on Legal AI education along the way.
What You'll Do- Roadmap and executive alignment - partner with Product, Product Operations, and GTM leadership to define and own the Customer Education roadmap, and represent the function in executive-level updates and decisions.
- Team leadership and scale - lead and grow the existing Customer Education team, including its current lead, as Harvey's customer base and product surface area expand - building the org structure, hiring plan, and contractor/agency or in-house train-the-trainer model to match.
- Content strategy and portfolio health - own the lifecycle, governance, discoverability, and quality bar of Harvey's education content as the portfolio scales, so Sales, CS, and Support can always find and trust the right resource.
- Certification and learning programs - own and evolve Harvey's existing certification program and Academy, expanding curriculum depth and coverage as new products and workflows launch.
- Digital adoption strategy - design and run the multi-channel, digital-first strategy that drives onboarding and adoption - in-product guidance, digital nurture and engagement sequences, webinars, video, and community - treating activation and expansion as a funnel to measure and improve.
- Legal AI thought leadership - develop the vision and content strategy for how Harvey teaches the legal industry to work with AI, and position Harvey as the definitive authority on Legal AI education through external-facing content, programs, and points of view.
- Metrics and systems - own north-star metrics for the function - time-to-value, activation/adoption depth, certification and adoption velocity, ticket deflection, and education's contribution to NRR - and partner with Product and Data to instrument what's working.
What You Have- 10+ years of experience in customer education, learning/academy functions, content strategy, or digital-led customer engagement, including real experience scaling a function beyond its initial build into a strategic, revenue-relevant program.
- Comfortable operating at both altitudes: setting a multi-quarter roadmap and owning exec-level updates, while staying close enough to the work to raise the bar on content, certification, and digital programs.
- Experience partnering with Product, Product Operations, and GTM/Sales leadership to align a customer-facing function to business priorities and turn that into a roadmap.
- A digital-first instinct for adoption and onboarding - thinks in funnels, touchpoints, and journeys across in-product guidance, digital communications, and content.
- Strong content and program operations judgment: portfolio governance, lifecycle management, and quality standards.
- A point of view on building thought leadership and market authority through education and content - ideally developed in a specialized, regulated, or traditionally low-software-adoption industry.
- Data-driven - comfortable owning dashboards and making the case that education and adoption are leading indicators of revenue.
- Proven people leadership: has hired, developed, and led teams (including other leads or managers) and has managed external contractor or agency relationships.
- Excellent written and verbal communication, with real experience presenting to and influencing senior executives.
Nice to Have- Experience in legal, professional services, financial services, or another industry where customers are newer to AI-native software.
- Familiarity with LMS platforms, authoring tools, and in-product engagement tools.
- Experience building executive point-of-view content or category-defining thought leadership programs.
- Experience using AI tools to scale content production or personalize learning paths.
Compensation$184,000 - $276,000 USD
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