Head of Customer Success, Enterprise

Harvey
New York
Workplace: RemoteFull timeUSD 276,000 - 325,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Strategic thinking","Stakeholder management","Data-driven","Communication"]

Lead Harvey’s enterprise Customer Success organization across the Americas, owning strategy, team building, and outcomes for top law firms and enterprise legal departments. You’ll drive NRR, adoption, and renewal targets, scale a regional CS team, partner with Product/Engineering/Sales, and engage with C-suite stakeholders to shape the product roadmap and go-to-market strategy.

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Harvey
Harvey
4 months ago

Head of Customer Success, Enterprise

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Last checked: 17 hours agoStatus: Live

Job Summary

Lead Harvey’s enterprise Customer Success organization across the Americas, owning strategy, team building, and outcomes for top law firms and enterprise legal departments. You’ll drive NRR, adoption, and renewal targets, scale a regional CS team, partner with Product/Engineering/Sales, and engage with C-suite stakeholders to shape the product roadmap and go-to-market strategy.
Location: New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •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.

Pay and Benefits

Salary: USD 276,000 - 325,000 annually
Equity and Bonus:Equity

Key Requirements

  • •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.
Experience:Enterprise SaaSLegal techProfessional services
Skills:LeadershipStrategic thinkingStakeholder managementData-drivenCommunication
Languages:English
Tech Stack:AILLMDashboardsData analyticsCRMSalesforce

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor