Head of Customer Success, Enterprise
$276k - $325k • Remote • New York • FullTime
Posted 4mo ago
Remote Work Policy
Fully remote
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.