Majors Customer Success Manager

Harvey; Chicago (IL); On-site; USD 180,000 - 210,000; Full time

Benefits offered by this job

Frontline AI technology exposure

Growth opportunities

Collaborative environment

Job summary

Harvey in Chicago is seeking a Majors Customer Success Manager to guide our largest clients through their journey with Harvey, integrating AI-driven solutions into their workflows at top law firms and Fortune 500 clients.

You'll own client relationships, lead strategic implementations, monitor health, train users, and advocate for product improvements, traveling up to 25% as needed to drive value.

Qualifications

• Background in management consulting or technology advisory at a top tier firm or equivalent.
• Experience leading change management and wide-scale adoption for large technology projects.
• Excellent communication and strategic planning skills with ability to influence executives.
• Results-driven mindset with ability to prioritize demanding customers.
• Collaborative and proactive with a team-first mentality.

Responsibilities

• Client Relationship Management: primary contact for prescriptive, consultative support and to deliver a superior customer experience.
• Strategic Implementation: lead the integration of Harvey into daily workflows for seamless adoption.
• Customer Health Monitoring: proactively manage account health and drive long-term success.
• Training & Enablement: educate end users and collaborate with product specialists to drive adoption.
• Advocacy and Engagement: facilitate executive engagement and turn customers into Harvey champions.
• Feedback Loop: relay insights to product and services teams for improvement.
• Travel required: up to 25% of the time.

Skills

Management consulting

Technology advisory

Change management

Strategic planning

Executive influence

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. With 2400+ customers in 70+ countries, 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 a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey 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 Harvey into their business processes, providing expert industry advice and shaping Harvey’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 Harvey 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 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.


• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey 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

• 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.

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.

Compensation Range

• $180,000-$210,000 OTE with an 80/20 split

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

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]