Customer Success Manager, Enterprise
Remote • Sydney • FullTime
Posted 13h ago
Job Location
Sydney
Remote Work Policy
Fully remote
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 role is a rare chance to help build a generational company at a true inflection point, with strong product-market fit and world-class investor support. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence. As an Enterprise Customer Success Manager, you will guide clients through their journey with Harvey, helping define the future of work at top enterprises and leading law firms. You will be the face of Harvey for strategic APAC accounts, ensuring clients adopt and derive maximum value from our technology, acting as a trusted advisor and deeply integrating Harvey into their business processes.
Responsibilities
- Drive the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions across large, complex enterprise and law firm accounts.
- Serve as the primary contact for accounts with a prescriptive, consultative approach, acting as a thought partner to deliver a superior customer experience.
- Evangelize the power of LLMs and enable end users to adopt Harvey daily until it becomes a 'must-have' product.
- Leverage adoption rates, utilization metrics, and other KPIs to maintain satisfaction and ensure readiness for renewal and expansion.
- Partner with Sales to renew existing revenue and expand each account year over year, encouraging users and stakeholders to become Harvey advocates.
- Relay client insights back to internal Product and GTM teams to aid continuous improvement of product and services.
Requirements
- Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing large-scale technology projects.
- Excellent communication and strategic planning skills, with the ability to influence stakeholders at various levels.
- A results-driven approach, with the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- Consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping capabilities.
- Comfort driving adoption of complex AI/LLM tools.
- Experience using data and CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs and inform success planning.
- A collaborative, team-first mentality; described as committed, collaborative, and proactive.
Benefits
- Structured hybrid working arrangement: 3 days in Sydney office, 2 days working from home
- Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Support for fertility treatments, adoption, and surrogacy through Carrot.
- Comprehensive retirement and security coverage.
- Paid annual leave, sick leave, and fully paid parental leave for all parents.
- Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly support for home office, internet, and phone expenses.
- Four-week paid sabbatical after four years of employment.