Head of Customer Success, Enterprise
$276k - $325k • San Francisco • FullTime
Posted 1mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming the legal and professional services industries by integrating frontier agentic AI with an enterprise-grade platform and deep domain expertise. This role offers a unique opportunity to contribute to a rapidly scaling, category-defining company that has already achieved strong product-market fit with over 1500 customers globally. The team operates with intensity, ownership, and a commitment to continuous improvement, driven by values of decisiveness, simplicity, and a 'job's not finished' mentality.
Responsibilities
- Define and execute the enterprise customer success strategy for the Americas, including segmentation, team structure, success planning, and expansion.
- Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders, fostering a culture of accountability and excellence.
- Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business.
- Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
- Build and refine scalable CS processes such as onboarding, QBRs, health scoring, escalation workflows, and renewal playbooks.
- Act as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing, translating feedback into actionable insights.
- Engage directly with C-suite stakeholders at strategic accounts to build relationships and drive strategic alignment.
Requirements
- 10+ years of experience in customer success, account management, or strategic consulting.
- At least 5 years managing and scaling CS teams in an enterprise SaaS environment.
- Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale.
- Experience building and leading teams of 10+ across multiple segments and geographies.
- Strong executive presence and ability to engage confidently with C-suite legal and business stakeholders.
- Experience in legal technology, professional services, or selling into law firms/corporate legal departments is strongly preferred.
- Familiarity with AI/LLM technology and comfort evangelizing emerging technology.
- Analytical rigor, with experience using data and metrics to drive decisions.
- Results-driven with the ability to prioritize competing demands.
- A builder's mentality, thriving in fast-paced, ambiguous environments and creating structure.
Benefits
- A chance to be at the forefront of AI technology and innovation.
- The opportunity to shape and scale Harvey's customer success function across an entire region.
- A collaborative, high-intensity work environment that promotes growth, learning, and development.