客户成功主管, 企业级
Head of Customer Success, 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型AI、企业级平台和深厚的专业知识，我们正在重塑未来几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与市场契合度和世界级的投资者支持。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，并对使命有深刻承诺——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、简洁和工作未完成。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完成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。
职位概述
作为企业客户成功主管（美洲区），你将负责Harvey在美洲地区（美国、加拿大和拉丁美洲）企业客户成功策略的制定、执行和成果。你将领导一支由企业客户成功经理（CSM）和客户成功负责人组成的团队，推动Harvey最重要的战略客户——顶级律所和企业法务部门——实现价值最大化，并确保他们从我们的AI平台上获得最大且可衡量的投资回报率。这是一个高级管理职位，直接向客户成功副总裁汇报，需要具备建设者思维：你将制定操作手册，扩大团队规模，并为美洲地区设定世界级客户成功的标准。
你将负责
- 战略领导：制定并执行美洲地区的企业客户成功策略，包括客户分组、团队结构、成功规划和扩展策略，确保与Harvey的收入和留存目标保持一致。
- 团队建设与发展：招聘、指导和发展一支高绩效的企业客户成功经理和客户成功负责人团队。培养一种责任、同理心和卓越的文化。设定明确的期望，运行高效的运营节奏，并严格管理绩效。
- 客户成果
查看英文原文
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 the Head of Customer Success, Enterprise - Americas, you will own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America. You will lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts — top law firms and enterprise legal departments — and ensuring they derive maximum, measurable ROI from our AI platform. This is a senior leadership role that reports directly to the VP of Customer Success and requires a builder's mindset: you will define the playbooks, scale the team, and set the standard for what world-class customer success looks like at Harvey across the Americas.
WHAT YOU'LL DO
- Strategic Leadership: Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to Harvey's revenue and retention goals.
- Team Building & Development: Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders. Foster a culture of accountability, empathy, and excellence. Set clear expectations, run effective operating cadences, and manage performance with rigor.
- Customer Outcomes & Retention: Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
- Operational Excellence: Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks — that enable the team to manage a growing portfolio of enterprise accounts.
- Cross-Functional Partnership: Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing. Translate customer feedback into actionable insights that shape the product roadmap and go-to-market strategy.
- Executive Engagement: Personally engage with C-suite stakeholders at Harvey's most strategic accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment.
WHAT YOU HAVE
- 10+ years of experience in customer success, account management, or strategic consulting, with 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 (enterprise, majors) and geographies (US, Canada, LATAM).
- Strong executive presence and the 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 to skeptical, risk-averse audiences.
- Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions.
- Results-driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business.
- A builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists.
WHAT WE OFFER
- A chance to be at the forefront of AI technology and innovation, directly impacting how the legal industry operates and evolves.
- The opportunity to shape and scale Harvey's customer success function across an entire region during a period of hyper-growth.
- A collaborative, high-intensity work environment that promotes growth, learning, and development.
COMPENSATION
$276,000-$325,000
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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