Head of Customer Learning
$184k - $276k • San Francisco • FullTime
Posted 7d ago
Job Location
San Francisco
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by integrating advanced AI, an enterprise platform, and domain expertise. This role offers a unique opportunity to contribute to a rapidly scaling company with strong product-market fit and investor backing. The company culture values decisiveness, simplicity, and a commitment to continuous improvement, seeking individuals driven to do their best work alongside like-minded colleagues. The Customer Education team is integral to the customer experience, managing a trusted content library and certification program, and partnering across departments to ensure customer understanding and product adoption.
Responsibilities
- Define and own the Customer Education roadmap, aligning with Product, Product Operations, and GTM leadership.
- Represent the Customer Education function in executive-level updates and decisions.
- Lead and grow the Customer Education team, including developing organizational structure and hiring plans.
- Manage the lifecycle, governance, discoverability, and quality of educational content.
- Evolve the existing certification program and Academy, expanding curriculum for new products.
- Design and implement a digital-first strategy for customer onboarding and adoption.
- Develop content strategy for teaching the legal industry about AI and positioning Harvey as an authority.
- Define and track key metrics for the Customer Education function, such as time-to-value and adoption velocity.
- Partner with Product and Data teams to instrument and measure program effectiveness.
Requirements
- 10+ years of experience in customer education, learning, content strategy, or digital customer engagement.
- Proven experience scaling a function into a strategic, revenue-relevant program.
- Ability to set multi-quarter roadmaps and provide executive-level updates.
- Experience partnering with Product, Product Operations, and GTM/Sales leadership.
- Strong digital-first approach to adoption and onboarding, with experience in funnels and customer journeys.
- Expertise in content and program operations, including portfolio governance and quality standards.
- Experience building thought leadership and market authority through education.
- Data-driven approach, comfortable owning dashboards and demonstrating education's impact on revenue.
- Proven people leadership skills, including hiring, developing, and managing teams and external contractors.
- Excellent written and verbal communication skills, with experience influencing senior executives.