Enterprise Customer Success Manager, Tokyo

Harvey; United States; Remote; USD 56,000 - 88,000; Full time

Job summary

Harvey is building a world-class customer success team for enterprise clients in Japan. This role leads end-to-end post-sales experience for a portfolio of high-value accounts, from onboarding through renewal and expansion, coordinating with Sales, Product and Legal Engineering to deliver measurable value and adoption of our AI platform.

The role requires native-level Japanese and strong business English, with a focus on strategic account management and long-term relationships.

Qualifications

• 5+ years in customer success, account management or strategic consulting within enterprise SaaS or technology.
• Experience managing complex enterprise accounts with multiple stakeholders including senior leadership.
• Strong analytic skills with usage data and business KPIs; executive presence and storytelling.

Responsibilities

• Own strategic account management for a portfolio of enterprise clients in Japan, driving adoption, retention and expansion.
• Lead onboarding and implementation for new enterprise deployments, coordinating multi-stakeholder initiatives from scoping to go-live.
• Build and run success plans based on usage data, customer health and business objectives to reduce churn and grow.
• Serve as trusted advisor on AI capabilities through training, executive reviews and workshops in Japanese and English.
• Collaborate with Sales, Product and Legal Engineering to translate feedback into roadmap priorities.
• Develop scalable playbooks for the Japan CS motion and help grow regional operations.

Skills

Enterprise SaaS

Account management

Strategic consulting

Japanese (N1)

English (Business)

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

The Enterprise Customer Success Manager joins the company's Customer Success team as the strategic partner for enterprise clients in Japan. the company is opening a Tokyo office in early 2027 and already works with leading Japanese firms, including Mori Hamada & Matsumoto, Nagashima Ohno & Tsunematsu and Mitsubishi Corporation. The team's mission is to drive deep product adoption, deliver measurable business outcomes and build lasting relationships with legal and professional services organizations deploying the company's AI platform. This role owns the end-to-end post-sales experience for a portfolio of high-value enterprise accounts, from onboarding through renewal and expansion, and partners with Sales, Product and Legal Engineering to turn customer needs into product value. Japanese customers are currently supported by the APAC Customer Success team from Sydney (TBC: scope of the Japanese book and handover). This is a founding in-market role, so the person will help shape how the company runs customer success in Japan.

What You'll Do

• Own strategic account management for a portfolio of enterprise clients in Japan, driving adoption, retention and expansion.
• Lead onboarding and implementation for new enterprise deployments, managing multi-stakeholder initiatives from scoping through go-live.
• Build and run success plans based on usage data, customer health and business objectives to reduce churn risk and find growth.
• Act as a trusted advisor on the company's AI capabilities through training, executive business reviews and workshops tailored to legal workflows, in Japanese and English.
• Work with Sales, Product and Legal Engineering to bring customer feedback into roadmap priorities and align on shared account goals.
• Develop scalable playbooks for the Japan customer success motion and contribute to the growth of the company's regional operations.

What You Have

• At least 5 years in customer success, account management or strategic consulting within enterprise SaaS or technology, as a CSM with real account ownership.
• Enterprise experience. Backgrounds limited to SMB or mid-market do not translate to major accounts.
• Experience managing complex enterprise accounts with multiple stakeholders, including senior legal and executive leadership.
• Strong analytical skills with customer health data, product usage metrics and business KPIs.
• Executive presence and storytelling that hold a room, with the ability to influence technical and non-technical audiences.
• Native-level Japanese and strong business English.
• Experience with legal, professional services or regulated clients, or with AI and LLM products (preferred).
• Based in Tokyo, with the ability to travel within APAC as needed.

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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]