Head of Customer Success, Enterprise
Core
Own the strategy, execution, and outcomes of enterprise customer success for Harvey's largest accounts (top law firms and enterprise legal departments) across the Americas, driving value realization and ROI from the AI platform.
Role type
Senior leadership, Head of Customer Success (Enterprise)
Builds
Scalable customer success processes, playbooks, and a high-performing team of Enterprise CSMs and CS Leaders.
Domain
Legal technology / Professional services / Enterprise SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic leadership, team building & development, net revenue retention (NRR) ownership, operational excellence, cross-functional partnership, executive engagement, analytical rigor, results-driven prioritization, builder's mentality
Preferred skills
Legal technology domain expertise, selling to law firms/corporate legal departments, AI/LLM technology familiarity, evangelizing emerging tech to risk-averse audiences
Technologies
AI/LLM platforms, health scoring models, QBR cadences, dashboards
Responsibilities
Define and execute enterprise CS strategy including account segmentation and expansion motions; Recruit, coach, and develop a high-performing team of Enterprise CSMs; Own NRR, adoption, and renewal targets for the Americas enterprise book of business; Build and refine scalable CS processes (onboarding, escalation workflows, renewal playbooks); Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing; Personally engage with C-suite stakeholders at strategic accounts to build relationships and drive alignment
Seniority
Senior, hands-on IC with leadership scope