Major Customer Success Manager

Jobtailor; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Chicago seeks an experiencedCustomer Success/Account Manager to drive adoption of Harvey and deliver superior customer experiences. You will partner with customers to integrate Harvey into daily workflows, manage health, and build executive-level relationships to secure long-term retention.

You will guide change management initiatives across large tech projects, evangelize AI solutions, and relay insights to product teams for continuous improvement.

Qualifications

• Background in management consulting or technology advisory at a top-tier firm, or strategic customer success in Enterprise SaaS.
• Experience leading change management and wide-scale adoption for large technology projects.
• Excellent communication and strategic planning skills, with the ability to influence executives.
• Results-driven mindset with strong prioritization and collaboration.

Responsibilities

• Serve as the primary contact for customers with a prescriptive and consultative approach to deliver a superior experience.
• Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Proactively manage overall account health by monitoring key indicators, addressing risks early and driving retention initiatives.
• Evangelize Harvey to end users and collaborate with Legal Product Specialists to enable daily adoption.
• Direct stakeholder engagement and executive engagement, transforming customers into Harvey champions.
• Relay customer insights to internal teams and collaborate with Product to improve our product and services.
• Travel required: Up to 25% of the time.

Skills

Customer Success

Account Management

Stakeholder Engagement

Change Management

Executive Communication

Tools

Harvey

Job description

• Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.


• Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.


• 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.


• Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.


• Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.


• 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

Requirements

• Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house or in-house) environment


• 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.

Core Competencies

Demonstrates expertise in customer success and account management within Enterprise SaaS or legal environments, with a strong focus on change management and stakeholder engagement. Proven ability to drive product adoption and enhance customer experience through strategic planning and collaboration.

Highest-signal resume keywords

• Customer Success Management


• Change Management


• Stakeholder Engagement


• Strategic Planning


• Enterprise SaaS Experience

Soft Skills

• Excellent Communication


• Results Driven Mindset


• Collaborative Teamwork


• Influencing Stakeholders

Industry Keywords

• Management Consulting


• Technology Advisory


• Account Management


• Legal Environment


• Customer Experience

Tools & Technologies

• AI Solutions


• Harvey