Enterprise Customer Success Manager

New York or San Francisco

Full-time

Why Harvey

Harvey will be a category-defining company for the application layer built on top of foundation models like GPT-4.

  • Exceptional product market fit: multiple multi-million dollar deals with the largest professional service providers (e.g. PwC) and the largest law firms on Earth (e.g. Allen & Overy).

  • Massive demand: 15,000 law firms on our waitlist.

  • World-class team: ex-DeepMind, Google Brain, FAIR, Tesla Autopilot. Former founding engineers at $1B+ startups like Superhuman and Glean.

  • Work directly with OpenAI to build the future of generative AI and redefine professional services.

  • Top of market cash and equity compensation.

Role

Join our dynamic team as an Enterprise Customer Success Manager (CSM) and become a pivotal advocate for our clients, driving the success of our cutting-edge AI solutions. As an Enterprise CSM, you'll be the driving force behind ensuring our clients maximize the value of our AI solutions. Your role involves fostering strong client relationships, advising on product rollout and adoption strategies, and actively contributing to the integration of our solutions into their core workflows.


Responsibilities:

  • Collaborate with cross-functional teams to onboard and implement Harvey for new clients, ensuring widespread adoption. 

  • Act as the primary point of contact, resolving issues promptly, and ensuring an exceptional customer experience.

  • Prove and understand key metrics, such as Adoption and NPS, to guarantee clients realize high ROI and value.

  • Influence and engage users and stakeholders to embed Harvey into daily workflows, driving adoption of new features.

  • Cultivate ambassadors and champions within client organizations to advocate passionately for our product.

  • Monitor customer health using NPS, analytics, and stakeholder sentiment to ensure renewal and expansion readiness.

  • Advocate for customer needs and feedback within the organization, collaborating with sales, product, and engineering teams.

  • Contribute actively to building playbooks, processes, and systems for driving repeatable successful outcomes.

  • Develop and generate high quality instructional education material to drive client ROI and value.

Qualifications

  • Demonstrated track record of success in customer-facing experience in SaaS, legal, management consulting, sales, or project/program management.

  • Strong presentation and communication skills with the ability to influence stakeholders at all levels.

  • Strategic mindset with the ability to set long-term account plans and execute short-term actions.

  • Results-driven with a knack for managing competing priorities.

  • Experience in directing large-scale technology projects or deployments in an enterprise environment.

  • Desire to continuously improve ways of working and contribute to shaping the Customer Success program.

  • Described by former colleagues as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

Compensation

The expected range of compensation for this role is between $150,000 and $300,000. Additionally, this role is eligible to participate in our equity plan.  The successful candidate’s starting salary will be determined based on non-discriminatory factors such as skills, experience, and geographic location.

Let’s build the future together.

Apply