Enterprise Customer Success Manager

Harvey, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Harvey, Inc. is hiring an Enterprise Customer Success Manager in San Francisco to guide large enterprise and law firm clients through their journey with Harvey.

You will act as a trusted advisor, deeply integrating Harvey into client processes and workflows to drive maximum value from our AI platform. You will lead the integration, train users, manage relationships, monitor success metrics, and advocate for clients while identifying renewal and expansion opportunities.

Qualifications

• Background in Enterprise SaaS, legal (big law) or top-tier management consulting and direct experience managing large-scale technology projects.
• Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results-driven with ability to ruthlessly prioritize competing tasks and demanding customers.
• Team players described as committed, collaborative and proactive with a team-first mentality.

Responsibilities

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs and enable end users to adopt Harvey on a daily basis.
• Client Relationship Management: Serve as the primary contact with a prescriptive, consultative approach.
• Success Metrics Management: Use adoption, utilization, and KPIs to drive client ROI.
• Advocacy and Engagement: Encourage user/stakeholder engagement and transform them into Harvey advocates.
• Customer Health Monitoring: Use analytics to ensure readiness for renewal and expansion.
• Feedback Loop: Relay client insights to internal teams for product/service improvement.
• Travel may be required to client locations and offices.

Skills

Enterprise SaaS experience

Legal / big law background

Management consulting experience

Excellent communication

Strategic planning

Stakeholder influence

Prioritization

Team player

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

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].

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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]