Senior Customer Success Leader — Major Accounts

Harvey AI; San Francisco (CA); On-site; USD 230,000 - 250,000; Full time

Job summary

Harvey AI is hiring a Customer Success Leader to build and lead a team of experienced CSMs supporting strategic law firm accounts. You will report to the Head of Customer Success, Majors, and shape how we support large firms as Harvey scales.

You will partner with Sales on renewals, expansion, and risk management, aligning cross-functional teams to ensure lasting value and adoption of Harvey’s platform across offices and regions.

Qualifications

• 10+ years in customer success or related field.
• At least 4 years directly managing CSMs or account teams serving large enterprises.
• Proven retention and expansion outcomes with renewal strategies.
• Experience coaching and performance management of teams.
• Ability to earn trust with senior stakeholders and manage escalations.
• Experience helping organizations adopt new technology and AI adoption, preferably in law firms.

Responsibilities

• Lead and develop the customer success team across strategic law firm accounts.
• Own portfolio outcomes: retention, net revenue retention, and adoption.
• Drive measurable customer value through high-impact use cases and adoption.
• Lead executive engagement with senior firm stakeholders and manage escalations.
• Align Sales, Legal Engineering, Product, Engineering and Security around customer priorities.
• Influence product direction with evidence from strategic accounts.

Skills

Team leadership

Account management

Stakeholder management

Analytical judgment

AI adoption experience

Job description

Harvey AI is hiring a Customer Success Leader to build and lead a team of experienced CSMs supporting strategic law firm accounts. You will report to the Head of Customer Success, Majors, and shape how we support large firms as Harvey scales.

You will partner with Sales on renewals, expansion, and risk management, aligning cross-functional teams to ensure lasting value and adoption of Harvey’s platform across offices and regions.