企业客户成功经理
Customer Success Manager, Enterprise
为什么选择Harvey
在Harvey，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的专业知识，我们正在重塑未来数十年关键知识工作的完成方式。
这是一个难得的机会，帮助打造一家具有时代意义的公司，在真正的转折点上共同前进。我们拥有强大的产品-市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个新类别。这项工作充满雄心，标准很高，个人、职业和财务上的成长机会无与伦比。
我们的团队行动迅速，承担责任，并对使命充满热情——以高强度运作，贴近客户，互相推动追求卓越。我们秉持三个价值观：果断、简洁、工作未完成。我们在清晰判断的基础上快速行动，而非等待完美信息；我们相信简洁才是可扩展的关键；我们从不满足于现状。如果你希望与志同道合的人一起，做出职业生涯中最出色的工作，我们期待与你携手共进。
在Harvey，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概览
作为企业客户成功经理，你将在引导客户走过与Harvey的旅程中发挥关键作用，并帮助定义顶级企业和领先律所的工作未来。你将位于我们的悉尼办公室，成为我们一些最重要的亚太区客户的主要联系人。这个职位对于确保客户不仅采用我们的技术，还能从中获得最大价值至关重要。你将成为客户的可信顾问，深入整合Harvey到他们的业务流程和工作中。加入快速增长的亚太区客户成功团队，帮助建立行业领先的指南和流程，随着该地区的扩展不断推进。
你将负责：
- 领导战略实施：推动Harvey与客户工作流程的整合，确保在大型、复杂的企事业和律所客户中实现无缝采用和最佳使用我们的AI解决方案。
- 负责客户关系：以指导性和咨询性的方式作为你客户的首要联系人，作为思想伙伴提供卓越的客户体验。
- 推动赋能和产品推广：在与终端用户会面并赋能他们日常使用Harvey的过程中，推广LLM的力量，直到它成为“必备”产品。
- 管理客户成功指标：跟踪并提升客户满意度、续约率和净推荐值（NPS），确保客户持续成功并最大化产品价值。
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WHY HARVEY
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
ROLE OVERVIEW
As an Enterprise Customer Success Manager, you'll play a critical role in guiding our clients through their journey with Harvey and help define the future of work at top enterprises and leading law firms. Based in our Sydney office, you'll be the face of Harvey for some of our most strategic APAC accounts. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows. Join a rapidly growing APAC Customer Success team, helping build out best-in-class playbooks and processes as the region scales.
WHAT YOU'LL DO
- Lead strategic implementation: Drive the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions across large, complex enterprise and law firm accounts.
- Own the client relationship: Serve as the primary contact for your accounts with a prescriptive, consultative approach, acting as a thought partner to deliver a superior customer experience.
- Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis until it becomes a "must-have" product.
- Manage success metrics and customer health: Leverage adoption rates, utilisation metrics, and other KPIs, supported by analytics and feedback, to maintain satisfaction and ensure readiness for renewal and expansion.
- Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account year over year, encouraging users and stakeholders to become Harvey advocates within their organisations.
- Close the feedback loop: Relay client insights back to internal Product and GTM teams, aiding the continuous improvement of our product and services.
WHAT YOU HAVE
- 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 prioritise 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, and 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.
CORE COMPETENCIES
These competencies anchor both the JD and the interview plan:
- Strategic Customer Engagement — consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping.
- Technical Enablement & Product Evangelism — technical onboarding, proactive user enablement, product demonstration, and driving adoption of complex AI/LLM tools.
- Analytical Thinking & Metrics-Driven Strategy — data interpretation, KPI tracking, success planning, and use of CS platforms.
- Cross-Functional Collaboration & Feedback Integration — internal advocacy, product feedback loops, cross-functional teamwork, and process optimisation.
- Project Management & Operational Excellence — project planning, stakeholder coordination, deadline management, and the ability to prioritise under pressure.
ADDITIONAL INFORMATION
- Location: Sydney, NSW (Hybrid with flexibility)
- Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role
WHAT WE OFFER
- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
- Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
- Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
- Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
- Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
- Professional Development: Annual support for courses, certifications, conferences, and books.
- Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
- Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai