Customer Success Leader, Majors

Harvey; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Harvey is seeking a Customer Success Leader to manage and develop a team of seasoned CSMs supporting major law firm accounts. You will drive adoption, client value, and lasting partnerships across offices and regions.

Reporting to the Head of Customer Success, Majors, you will shape how Harvey scales its strategic support for top clients. You will lead executive engagements, align teams around client priorities, and ensure renewal opportunities are converted into measurable outcomes, while

Responsibilities

• Lead and develop the Customer Success team, coaching CSMs on account strategy, stakeholder management and performance
• Own portfolio outcomes including retention, revenue retention, and adoption across your accounts
• Partner with Sales on renewal strategy, forecasting and expansion opportunities using data and feedback
• Identify high-impact use cases across practice groups and define success metrics
• Lead executive engagement with senior firm partners and knowledge leaders, addressing escalation and ensuring clear communication

Job description

Why Harvey

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 pri