Head of Customer Success, Enterprise

Harvey
San Francisco
Workplace: OnsiteFull timeUSD 276,000 - 325,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Leadership","Communication","Strategic thinking","Data-driven","Operational excellence"]

Senior leadership role responsible for the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the Americas. Lead a team of Enterprise CSMs and CS Leaders to drive net revenue retention, adoption, and renewal targets, while shaping scalable CS processes and cross-functional collaboration with Product, Engineering, Sales, and Marketing.

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Harvey
Harvey
2 months ago

Head of Customer Success, Enterprise

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Senior leadership role responsible for the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the Americas. Lead a team of Enterprise CSMs and CS Leaders to drive net revenue retention, adoption, and renewal targets, while shaping scalable CS processes and cross-functional collaboration with Product, Engineering, Sales, and Marketing.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to revenue and retention goals.
  • •Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders. Foster accountability, empathy, and excellence with clear expectations and rigorous performance management.
  • •Own net revenue retention, adoption, and renewal targets for the Americas enterprise book of business; partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
  • •Build and refine scalable CS processes—onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks.
  • •Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing; translate feedback into actionable insights that shape the product roadmap and GTM 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.
Experience:10+ yearsEnterprise SaaSLegal techProfessional services
Skills:LeadershipCommunicationStrategic thinkingData-drivenOperational excellence
Tech Stack:AILLMDashboardsData analytics

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