Customer Success Leader, Majors

Harvey AI; San Francisco (CA); On-site; USD 230,000 - 250,000; Full time

Job summary

Harvey AI is hiring a Customer Success Leader to build and lead a team of experienced CSMs supporting strategic law firm accounts. You will report to the Head of Customer Success, Majors, and shape how we support large firms as Harvey scales.

You will partner with Sales on renewals, expansion, and risk management, aligning cross-functional teams to ensure lasting value and adoption of Harvey’s platform across offices and regions.

Qualifications

• 10+ years in customer success or related field.
• At least 4 years directly managing CSMs or account teams serving large enterprises.
• Proven retention and expansion outcomes with renewal strategies.
• Experience coaching and performance management of teams.
• Ability to earn trust with senior stakeholders and manage escalations.
• Experience helping organizations adopt new technology and AI adoption, preferably in law firms.

Responsibilities

• Lead and develop the customer success team across strategic law firm accounts.
• Own portfolio outcomes: retention, net revenue retention, and adoption.
• Drive measurable customer value through high-impact use cases and adoption.
• Lead executive engagement with senior firm stakeholders and manage escalations.
• Align Sales, Legal Engineering, Product, Engineering and Security around customer priorities.
• Influence product direction with evidence from strategic accounts.

Skills

Team leadership

Account management

Stakeholder management

Analytical judgment

AI adoption experience

Job description

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world‑class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

Harvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting our strategic law firm accounts. These partnerships span offices, practice groups and regions, requiring an understanding of how firms operate, make decisions and deliver value to their clients.

You will help the team turn firm priorities into sustained adoption, measurable improvements in legal work and lasting partnerships. Reporting to the Head of Customer Success, Majors, you will also help shape how we support strategic law firm accounts as Harvey evolves.

What You'll Do

Lead and develop the team. Coach CSMs on account strategy, stakeholder relationships and prioritization while managing performance, supporting career development and hiring. Set practical standards for success planning, business reviews and renewal preparation.

Own portfolio outcomes. Be accountable for retention, net revenue retention and adoption across your team’s accounts. Partner with Sales on renewal strategy, forecasting and expansion opportunities, using account data and customer feedback to address risks early.

Drive measurable customer value. Guide the team in identifying high-impact use cases across practice groups, defining success measures and helping lawyers embed Harvey into their work. Ensure account plans connect implementation and adoption to improvements in efficiency, work quality and client service.

Lead executive engagement and customer escalations. Meet directly with senior firm stakeholders, including Partners and knowledge and innovation leaders, to review progress, align on priorities and address concerns. Step in when urgent issues arise, coordinating Harvey’s response and ensuring clear communication, ownership and follow-through.

Align teams around customer priorities. Bring together Sales, Legal Engineering, Product, Engineering and Security to support account plans. Clarify ownership, coordinate resources and work with functional leaders to resolve competing priorities.

Influence product direction. Bring evidence from strategic law firm accounts to Product and go‑to‑market leadership. Identify recurring adoption barriers, surface unmet needs and help prioritize improvements with broad customer impact.

What You Have

10+ years of experience in customer success, account management, consulting or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.

A track record of delivering retention and expansion outcomes across complex enterprise accounts, including leading renewal and growth strategies in partnership with Sales.

Experience building strong teams through coaching, clear expectations and thoughtful performance management.

The ability to earn trust with senior stakeholders, lead difficult customer conversations and influence decisions across functions without direct authority.

Strong analytical judgment, including the ability to interpret adoption data, assess account risk and connect customer outcomes to commercial decisions.

Experience helping organizations adopt new technology and change established ways of working, with an understanding of AI’s opportunities and limitations. Experience serving law firms and navigating their partnership structures, practice-group needs and technology adoption is strongly preferred.

Compensation

$230,000 - $250,000 USD OTE 80/20

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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]