Customer Success Manager, Enterprise

United States Digital Space LLC; United States; Hybrid; USD 85,000 - 128,000; Full time

Benefits offered by this job

Health Coverage

Family & Fertility Support

Retirement & Security

Paid Leave

Wellness & Perks

Professional Development

Remote Work Allowance

Job summary

United States Digital Space LLC in Sydney is seeking an Enterprise Customer Success Manager to guide top APAC accounts through implementation and value realization of our AI-powered platform.

Based in our Sydney office, you will own strategic relationships, drive adoption of LLM-enabled workflows, and help scale playbooks across large law firms and enterprises while collaborating with Sales and Product for ongoing renewal and expansion.

Qualifications

• Experience in Enterprise SaaS, legal or top-tier management consulting managing large technology projects.
• Excellent communication and strategic planning with ability to influence stakeholders.
• Results-driven with ability to prioritise demanding customers and tasks.
• Consultative engagement, enterprise account management, executive stakeholder engagement, and customer journey mapping.

Responsibilities

• Lead strategic implementation to integrate AI solutions into client workflows across large enterprise and law firm accounts.
• Own client relationships as primary contact with prescriptive, consultative approach.
• Drive enablement and product evangelism to encourage adoption of AI/LLM tools.
• Manage success metrics and customer health using adoption, utilisation, and KPI data for renewals and expansion.
• Grow and retain revenue by renewing and expanding accounts in collaboration with Sales.
• Close the feedback loop by relaying client insights to Product and GTM teams.

Skills

Enterprise SaaS experience

Executive stakeholder engagement

Consultative communication

Data-driven KPI tracking

CS platforms (Salesforce)

Tools

Salesforce

Catalyst

Job description

Why HarveyAt the company, 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 the company, the future of professional services is being written today — and we’re just getting started.

Role Overview

As an Enterprise Customer Success Manager, you'll play a critical role in guiding our clients through their journey with the company and help define the future of work at top enterprises and leading law firms. Based in our Sydney office, you'll be the face of the company for some of our most strategic APAC accounts. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating the company into their business processes and workflows. Join a rapidly growing APAC Customer Success team, helping build out best-in-class playbooks and processes as the region scales.

What You'll Do

• Lead strategic implementation: Drive the integration of the company into client workflows, ensuring seamless adoption and optimal use of our AI solutions across large, complex enterprise and law firm accounts.
• Own the client relationship: Serve as the primary contact for your accounts with a prescriptive, consultative approach, acting as a thought partner to deliver a superior customer experience.
• Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable end users to adopt the company on a daily basis until it becomes a "must-have" product.
• Manage success metrics and customer health: Leverage adoption rates, utilisation metrics, and other KPIs, supported by analytics and feedback, to maintain satisfaction and ensure readiness for renewal and expansion.
• Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account year over year, encouraging users and stakeholders to become the company advocates within their organisations.
• Close the feedback loop: Relay client insights back to internal Product and GTM teams, aiding the continuous improvement of our product and services.

What You Have

• 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, with the ability to influence stakeholders at various levels.
• A results-driven approach, with the ability to ruthlessly prioritise competing tasks and demanding customers seamlessly.
• Consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping capabilities.
• Comfort driving adoption of complex AI/LLM tools, and experience using data and CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs and inform success planning.
• A collaborative, team-first mentality; described as committed, collaborative, and proactive.

Core Competencies

These competencies anchor both the JD and the interview plan:

• Strategic Customer Engagement — consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping.
• Technical Enablement & Product Evangelism — technical onboarding, proactive user enablement, product demonstration, and driving adoption of complex AI/LLM tools.
• Analytical Thinking & Metrics-Driven Strategy — data interpretation, KPI tracking, success planning, and use of CS platforms.
• Cross-Functional Collaboration & Feedback Integration — internal advocacy, product feedback loops, cross-functional teamwork, and process optimisation.
• Project Management & Operational Excellence — project planning, stakeholder coordination, deadline management, and the ability to prioritise under pressure.

Additional Information

Location: Sydney, NSW (Hybrid with flexibility)

• Work eligibility: Must have valid Australian work rights; the company does not currently offer visa sponsorship for this role

What We Offer

• Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
• Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
• Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
• Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
• Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
• Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
• Professional Development: Annual support for courses, certifications, conferences, and books.
• Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
• the company Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

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the company 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]