Strategic CSM Leader, Major Enterprise Accounts

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

Job summary

Harvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting strategic law firm accounts. These partnerships span offices, practice groups and regions, requiring an understanding of how firms operate, make decisions and deliver value to their clients.

You will help the team turn firm priorities into sustained adoption, measurable improvements in legal work and lasting partnerships.

Qualifications

• 10+ years in customer success or related roles with 4+ years leading CSMs or account teams in large enterprises.
• Proven retention and expansion outcomes across complex enterprise accounts with sales partnerships.
• Experience coaching teams, setting performance expectations and career development plans.
• Ability to earn trust with senior stakeholders and influence decisions without direct authority.
• Strong analytical judgment to translate adoption data into business decisions.
• Experience helping organizations adopt new technology; AI in professional services preferred.

Responsibilities

• Lead and develop the CSM team; coach on strategy, relationships and renewal prep.
• Own portfolio outcomes: retention, net revenue retention and adoption across accounts.
• Partner with Sales on renewal strategy, forecasting and expansion opportunities.
• Identify high-impact use cases and define success measures with legal teams.
• Manage executive engagement and escalations with senior firm stakeholders.
• Align cross-functional teams (Sales, Legal Engineering, Product, Engineering, Security) on priorities.
• Influence product direction using evidence from strategic law firm accounts.

Skills

Customer success leadership

Enterprise accounts

Stakeholder management

Coaching / team development

Data analysis

AI adoption in law firms

Tools

CRM systems

Job description

Harvey is hiring a Customer Success Leader to manage and develop a team of experienced CSMs supporting strategic law firm accounts. These partnerships span offices, practice groups and regions, requiring an understanding of how firms operate, make decisions and deliver value to their clients.

You will help the team turn firm priorities into sustained adoption, measurable improvements in legal work and lasting partnerships.