Law Schools Founding CSM
$160k - $185k • Remote • San Francisco • FullTime
Posted 16d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking a Law School Customer Success (CS) Lead to be the global CS and activation function for its law school program. This role will serve as the operational backbone for product training, onboarding, account health, and activation across all global law schools. You will own the deeper product delivery and account management, working in a tag-team model with geo managers who own school relationships and program strategy. This is a foundational role where you will build the playbook for the law school CS function.
Responsibilities
- Own product training and demo delivery for the law school portfolio, including onboarding, faculty demos, librarian trainings, classroom embeds, and workspace setup.
- Provide expert support to school relationships as directed by geo managers, ensuring demos land and trainings stick.
- Develop and manage a scaled, tech-touch CS model for long tail schools globally, creating playbooks, templated cadences, training materials, and activation milestones.
- Oversee portfolio-wide reporting on usage trends, activation status, and account health, identifying risks and opportunities.
- Maintain the law school CRM with account notes, POC data, meeting logs, and opportunity tracking.
- Lead end-of-year recap cycles to capture learnings and align on future activation goals.
- Support onboarding for new school signings globally, coordinating kickoffs, running initial training, and driving early activation.
- Collaborate with Legal Engineers and Law School Managers to translate school feedback into product and program enhancements.
Requirements
- 3+ years of experience in customer success, account management, or client services, preferably in SaaS, legal tech, or professional services.
- Demonstrated operator mindset with experience building systems and playbooks.
- Player-coach approach, willing to contribute significantly to team growth.
- Strong presentation and training skills, capable of engaging diverse audiences.
- Experience building scaled or tech-touch CS programs for large, distributed account portfolios.
- Clear, direct communication skills with a focus on follow-through.
- Comfort working across time zones and with distributed teams.
- A legal background or strong legal context is a plus, but not required; comfort explaining legal AI tools is more important.