Customer Success Manager, Majors, EMEA

Harvey; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Harvey is seeking a Majors Customer Success Manager to guide our largest customers and shape how work is done at elite law firms, Fortune 500 companies, and premier asset managers. You will deeply integrate the company into customer processes, providing industry expertise and aligning the product roadmap with client needs.

You will lead strategic implementations, monitor account health, and drive adoption of our AI solutions while collaborating with product and customer teams.

Qualifications

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house) or top-tier management consulting firms.
• History and comfort conducting change management and wide-scale adoption for large technology projects.
• Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
• Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• A strong commitment to be collaborative and proactive with a team-first mentality.

Responsibilities

• Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
• Strategic Implementation: Lead the integration of the company into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
• Training & Enablement: Evangelize the power of the company as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt the company on a daily-basis as it becomes a “must have” product.
• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into the company champions within their organizations.
• Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
• Travel required: Up to 25% of the time

Skills

Strategic customer success

Account management

Change management

Executive communication

Stakeholder influence

Collaborative mindset

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 a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with the company and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers 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, providing expert industry advice and shaping the company’s product roadmap.

What You'll Do

• Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
• Strategic Implementation: Lead the integration of the company into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
• Training & Enablement: Evangelize the power of the company as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt the company on a daily-basis as it becomes a “must have” product.
• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into the company champions within their organizations.
• Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
• Travel required: Up to 25% of the time

What You Have

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house or in-house) or top tier management consulting firms.
• History and comfort conducting change management and wide-scale adoption for large technology projects.
• Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
• Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• A strong commitment to be collaborative and proactive with a team-first mentality.

What We Offer

• A chance to be at the forefront of AI technology and innovation, directly impacting how our customers' businesses operate and thrive.
• An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

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]