Strategic Customer Success Leader, Asset Management

Harvey AI; New York (NY); Vor Ort; USD 230.000 - 250.000; Vollzeit

Zusammenfassung

Harvey AI in New York is hiring a Customer Success Leader to manage and grow a team of experienced CSMs serving our strategic asset management accounts. You will own retention, drive adoption, and partner with Sales on renewals and expansion, while aligning cross-functional teams to customer priorities and shaping product direction.

Reporting to the Head of Customer Success, Majors, you’ll engage executives, manage escalations, and help turn AI-enabled workflows into measurable business value.

Qualifikationen

• 10+ years of experience in customer success, account management, consulting or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.
• Experience delivering retention and expansion outcomes across complex enterprise accounts, including renewal and growth strategies with Sales.
• Experience building strong teams through coaching, clear expectations and performance management.
• Ability to earn executive trust, lead difficult customer conversations and influence decisions without direct authority.
• Strong analytical judgment, including interpreting adoption data, assessing account risk and linking outcomes to commercial decisions.
• Experience helping organizations adopt new technology in regulated environments; preferred exposure to asset managers or financial institutions' legal/compliance teams.

Aufgaben

• Lead and develop the team.
• Own portfolio outcomes and ensure retention, net revenue retention, and adoption across accounts.
• Drive measurable customer value by defining success measures and embedding Harvey in daily workflows.
• Lead executive engagement and customer escalations with senior stakeholders.
• Align Sales, Legal, Product, Engineering and Security around customer priorities.
• Influence product direction by surfacing adoption barriers and unmet needs.

Kenntnisse

Customer success

Account management

Leadership

Executive communication

Analytical judgment

Regulated environments

Jobbeschreibung

Harvey AI in New York is hiring a Customer Success Leader to manage and grow a team of experienced CSMs serving our strategic asset management accounts. You will own retention, drive adoption, and partner with Sales on renewals and expansion, while aligning cross-functional teams to customer priorities and shaping product direction.

Reporting to the Head of Customer Success, Majors, you’ll engage executives, manage escalations, and help turn AI-enabled workflows into measurable business value.