Harvey

1 day ago

Head of Customer Success, Mid-Market - Americas

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own and scale the mid-market customer success strategy across the United States, Canada, and Latin America. Lead Mid-Market CSMs and CS Leaders to drive adoption, measurable ROI, renewals, and net revenue retention for top law firms and enterprise legal departments. Build scalable CS playbooks and operating cadences (QBRs, health scoring, onboarding, escalation, renewal). Partner cross-functionally to shape roadmaps and execute expansion handoffs while engaging executive stakeholders.

Location: San Francisco, United States, Canada

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute the enterprise customer success strategy for the Americas, including segmentation, team structure, success planning, and expansion motions tied to revenue and retention goals.
•Recruit, coach, and develop a high-performing Mid-Market CS team; set expectations, run operating cadences, and manage performance.
•Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business; partner with Sales for expansion and smooth post-sale handoffs.
•Build and refine scalable CS processes including onboarding frameworks, QBR cadence, health scoring, escalation workflows, and renewal playbooks.
•Serve as the voice of Americas enterprise customers to Product, Engineering, Sales, and Marketing; translate feedback into actionable roadmap and go-to-market insights; engage directly with C-suite stakeholders to drive alignment.

Pay and Benefits

Salary: USD 264,800 - 300,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years of experience in customer success, account management, or strategic consulting, including at least 5 years managing and scaling CS teams in enterprise SaaS.
•Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale.
•Experience building and leading teams of 10+ across multiple segments and geographies (US, Canada, LATAM).
•Strong executive presence and ability to engage confidently with C-suite legal and business stakeholders.
•Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences.

Experience:10+ yearsEnterprise SaaSCustomer successAccount managementLegal technologyProfessional services

Skills:LeadershipCoachingAccountabilityEmpathyAnalytical rigorExecutive communicationPrioritizationBuilder mindset

Tech Stack:AILLMAgentic AI

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: 4.1

Website LinkedIn Glassdoor

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Harvey

1 day ago

Head of Customer Success, Mid-Market - Americas

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: San Francisco, United States, Canada

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute the enterprise customer success strategy for the Americas, including segmentation, team structure, success planning, and expansion motions tied to revenue and retention goals.
•Recruit, coach, and develop a high-performing Mid-Market CS team; set expectations, run operating cadences, and manage performance.
•Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business; partner with Sales for expansion and smooth post-sale handoffs.
•Build and refine scalable CS processes including onboarding frameworks, QBR cadence, health scoring, escalation workflows, and renewal playbooks.
•Serve as the voice of Americas enterprise customers to Product, Engineering, Sales, and Marketing; translate feedback into actionable roadmap and go-to-market insights; engage directly with C-suite stakeholders to drive alignment.

Pay and Benefits

Salary: USD 264,800 - 300,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years of experience in customer success, account management, or strategic consulting, including at least 5 years managing and scaling CS teams in enterprise SaaS.
•Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale.
•Experience building and leading teams of 10+ across multiple segments and geographies (US, Canada, LATAM).
•Strong executive presence and ability to engage confidently with C-suite legal and business stakeholders.
•Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk-averse audiences.

Experience:10+ yearsEnterprise SaaSCustomer successAccount managementLegal technologyProfessional services

Skills:LeadershipCoachingAccountabilityEmpathyAnalytical rigorExecutive communicationPrioritizationBuilder mindset

Tech Stack:AILLMAgentic AI

Company Brief

Harvey

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: 4.1

Website LinkedIn Glassdoor