Job Overview
Location
New York
Job Type
Full-time
Category
Customer Success
Date Posted
March 23, 2026
Full Job Description
đź“‹ Description
- • As the Head of Customer Success, Enterprise - Americas at Harvey AI Inc., you will own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America, leading a team of Enterprise CSMs and CS Leaders to drive value realization for the company's largest and most strategic accounts in law firms and enterprise legal departments, ensuring maximum, measurable ROI from the AI platform.
- • You will define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions aligned to Harvey's revenue and retention goals, while recruiting, coaching, and developing a high-performing team of Enterprise CSMs and CS Leaders, fostering a culture of accountability, empathy, and excellence with clear expectations, effective operating cadences, and rigorous performance management.
- • You will own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business, partnering with Sales leadership to drive expansion and ensure seamless post-sale handoffs, while building and refining scalable CS processes such as onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks to manage a growing portfolio of enterprise accounts.
- • You will serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing, translating customer feedback into actionable insights that shape the product roadmap and go-to-market strategy, and 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.
- • You will thrive in Harvey's fast-paced, ambiguous, high-intensity environment where you are energized by creating structure where none exists, leveraging your builder's mentality to define playbooks, scale the team, and set the standard for world-class customer success at Harvey across the Americas, with direct impact on how the legal industry operates and evolves through frontier agentic AI and enterprise-grade platform innovation.
🎯 Requirements
- • 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.
🏖️ Benefits
- • 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.
Skills & Technologies
About Harvey AI Inc.
Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.
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