Enterprise Customer Success Manager

Harvey, Inc.; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Harvey, Inc. is scaling rapidly and seeks an Enterprise Customer Success Manager in New York to guide enterprise and law-firm clients through their Harvey journey and maximize value from our AI-enabled platform.

You will lead strategic implementations, train end users, manage client relationships, and monitor adoption metrics to ensure high ROI and renewal readiness.

Qualifications

• Experienced professional with background in Enterprise SaaS, legal (big law) or top-tier management consulting.
• Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results-driven, able to prioritize competing tasks and demanding customers.

Responsibilities

• Strategic Implementation: Lead integration of Harvey into client workflows for seamless adoption.
• Training & Enablement: Evangelize the power of LLMs and train end users to adopt Harvey.
• Client Relationship Management: Serve as primary contact with a prescriptive, consultative approach for client success.
• Success Metrics Management: Use adoption metrics and KPIs to drive client ROI and satisfaction.
• Advocacy and Engagement: Drive stakeholder engagement and turn users into Harvey advocates.
• Customer Health Monitoring: Monitor analytics and feedback to ensure renewal readiness and expansion opportunities.
• Feedback Loop: Relay client insights to internal teams for product/service improvements.
• Travel may be required to client sites and offices.

Skills

Enterprise SaaS

Stakeholder management

Strategic planning

Clear communication

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

As an Enterprise Customer Success Manager, you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at top enterprises and leading Law Firms. 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 Harvey into their business processes and workflows.

What You'll Do

Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.

Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.

Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach and serving as a thought partner to deliver a superior customer experience.

Success Metrics Management: Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI.

Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.

Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.

Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Travel may be required from time to time, including visits to customer office locations and company offices.

What You Have

Experienced professionals with a background in Enterprise SaaS, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects.

Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.

Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly

Team players described as committed, 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 clients' 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].

#LI-JL1

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]