Customer Success Leader, Majors
Core
Lead and develop a team of CSMs supporting strategic law firm accounts, driving adoption, retention, and expansion of Harvey's agentic AI platform.
Role type
Senior Customer Success Leader (Team Lead)
Builds
Sustained adoption and lasting partnerships for strategic law firm accounts
Domain
Legal technology / Professional services
Deliverable
production ML models
Required skills
Team leadership and coaching, Account strategy and stakeholder management, Retention and expansion strategy, Executive engagement, Cross-functional alignment, Product influence
Preferred skills
Law firm domain expertise, AI adoption experience
Responsibilities
Coach CSMs on account strategy and performance, Own portfolio outcomes for retention and NRR, Drive measurable customer value through high-impact use cases, Lead executive engagement and escalations, Align teams around customer priorities, Influence product direction based on account feedback
