Role OverviewAs the Head of Customer Success, Mid-Market - Americas, you will own the strategy, execution, and outcomes of Harvey's mid-market customer success motion across the United States, Canada, and Latin America. You will lead a team of Mid-Market 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 Mid-Market 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, adoption, and renewal targets for the Americas Mid-Market 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 Mid-Market 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 larger Mid-Market 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 (MM, SMB, ENT) 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.
Compensation$264,800 - $300,000 USD OTE 80/20
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