Head of Customer Success, Mid-Market - Americas
$265k - $300k • New York • FullTime
Posted 10d ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a senior leadership role for the Head of Customer Success, Mid-Market - Americas, responsible for owning the strategy, execution, and outcomes of Harvey's mid-market customer success motion across the United States, Canada, and Latin America. You will lead a team of CSMs and CS Leaders, driving value realization for top law firms and enterprise legal departments, ensuring they derive maximum, measurable ROI from our AI platform. This role requires a builder's mindset to define playbooks, scale the team, and set the standard for world-class customer success.
Responsibilities
- Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions.
- Recruit, coach, and develop a high-performing team of Mid-Market CSMs and CS Leaders, fostering a culture of accountability and excellence.
- Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business.
- Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
- Build and refine scalable CS processes, including onboarding frameworks, QBR cadences, health scoring models, and escalation workflows.
- Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing.
- Translate customer feedback into actionable insights to shape the product roadmap and go-to-market strategy.
- Engage with C-suite stakeholders at larger Mid-Market accounts to build lasting executive 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.
- Deep 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 and corporate legal departments is strongly preferred.
- Familiarity with AI/LLM technology and comfort evangelizing emerging technology.
- Analytical rigor, leading with data and using metrics to drive decisions.
- Results-driven with the ability to ruthlessly prioritize competing demands.
- A builder's mentality, thriving in fast-paced, ambiguous environments and energized by creating structure.