Majors Customer Success Manager

Harvey; Illinois; On-site; USD 180,000 - 210,000; Full time

Job summary

Harvey is seeking a Majors Customer Success Manager to guide our largest customers, including elite law firms, Fortune 500 companies, and premier asset managers, through adoption and value realization of Harvey's AI platform.

You will act as a trusted advisor, lead strategic implementations, monitor health, and collaborate with product to shape the roadmap, while traveling up to 25% to meet clients where they are.

Qualifications

• Experience in management consulting or enterprise SaaS/tech advisory is preferred.
• Proven ability to drive large-scale change and adoption for complex projects.
• Excellent stakeholder management and ability to influence executives.

Responsibilities

• Serve as primary advisor for Harvey's largest customers and define success metrics.
• Lead strategic implementation to integrate Harvey into clients' daily workflows.
• Monitor customer health indicators and drive initiatives for long-term retention.
• Provide training and enablement to end users and collaboration with Product teams.
• Foster executive sponsorship and transform customers into advocates for Harvey.
• Collect and relay customer insights to internal teams for product/service improvements.
• Travel up to 25% to support clients and align with roadmaps.

Skills

Client relationship management

Strategic thinking

Executive communication

Change management

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 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].

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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]