Enterprise Customer Success Manager
San Francisco • FullTime
Posted 13h ago
Job Location
San Francisco
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 role offers a rare chance to help build a generational company at an 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, ensuring they adopt and derive maximum value from our technology, acting as a trusted advisor to integrate Harvey into their business processes and workflows.
Responsibilities
- Lead the integration of Harvey into client workflows for seamless adoption and optimal use of AI solutions.
- Evangelize LLMs and enable end-users to adopt Harvey daily, making it a must-have product.
- Serve as the primary contact for clients with a prescriptive and consultative approach, acting as a thought partner.
- Leverage adoption rates, utilization metrics, and KPIs to drive strategies for client satisfaction and high ROI.
- Encourage user and stakeholder engagement to transform them into Harvey advocates.
- Monitor customer health using analytics and feedback to ensure readiness for renewal and expansion.
- Relay client insights to internal teams for continuous product and service improvement.
- Travel to customer and company offices as required.
Requirements
- Experience in Enterprise SaaS, legal (big law), or top-tier management consulting firms.
- Direct experience managing large-scale technology projects.
- Excellent communication and strategic planning skills, with the ability to influence stakeholders.
- Results-driven with the ability to ruthlessly prioritize competing tasks and demanding customers.
- Team player with a committed, collaborative, and proactive team-first mentality.
Benefits
- A chance to be at the forefront of AI technology and innovation.
- Opportunity to contribute to the growth and direction of the Customer Success program.
- A collaborative work environment that promotes growth, learning, and development.