Customer Success Manager, Enterprise

Harvey
Sydney
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Stakeholder management","Prioritisation","Project management"]

Own strategic enterprise customer success across APAC, guiding clients through Harvey adoption and ensuring they derive maximum value from the platform’s AI/LLM solutions. Serve as the primary relationship lead for complex law firm and enterprise accounts, enabling end users, tracking adoption and customer health metrics, and partnering with Sales to renew and expand revenue. Feed client insights back to Product and GTM to improve offerings as the region scales.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
1 day ago

Customer Success Manager, Enterprise

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own strategic enterprise customer success across APAC, guiding clients through Harvey adoption and ensuring they derive maximum value from the platform’s AI/LLM solutions. Serve as the primary relationship lead for complex law firm and enterprise accounts, enabling end users, tracking adoption and customer health metrics, and partnering with Sales to renew and expand revenue. Feed client insights back to Product and GTM to improve offerings as the region scales.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead strategic implementation by driving integration of Harvey into client workflows and ensuring seamless adoption of AI solutions across enterprise and law firm accounts.
  • •Own the client relationship as the primary prescriptive, consultative contact and thought partner to deliver superior customer experience.
  • •Drive enablement and product evangelism by evangelising LLMs and enabling end users to adopt Harvey daily.
  • •Manage success metrics and customer health using adoption rates, utilisation metrics, and KPIs supported by analytics and feedback to plan renewals and expansions.
  • •Grow and retain revenue by partnering with Sales to renew and expand accounts year over year, while feeding client insights back to Product and GTM.

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid LeaveParental LeaveLearning BudgetWellness StipendHome Office

Key Requirements

  • •Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing large-scale technology projects.
  • •Excellent communication and strategic planning skills to influence stakeholders across levels.
  • •Ability to prioritize ruthlessly and handle demanding customers while delivering results.
  • •Consultative enterprise account management skills, including executive stakeholder engagement and customer journey mapping.
  • •Comfort driving adoption of complex AI/LLM tools and using data/CS platforms (e.g., Catalyst, Salesforce) to track KPIs.
Experience:Enterprise SaaSLegalBig law
Skills:CommunicationStrategic planningStakeholder managementPrioritisationProject management
Tech Stack:LLMsAICatalystSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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