Customer Success Leader, Majors

What you'll do

• Coach, manage, hire, and develop CSMs; set standards for success planning, business reviews, and renewals.
• Own retention, net revenue retention, adoption, renewal strategy, forecasting, and expansion outcomes across the team’s accounts.
• Lead executive engagement and escalations, coordinate internal teams, and share customer evidence to influence product direction.

What they ask for

• 10+ years in customer success, account management, consulting, or professional services, including at least 4 years directly managing CSMs or account teams serving large enterprises.
• Track record of delivering retention and expansion outcomes across complex enterprise accounts, including renewal and growth strategies with Sales.
• Experience building teams through coaching, clear expectations, and performance management.
• Ability to build trust with senior stakeholders, lead difficult customer conversations, influence across functions, and interpret adoption data and account risk.

Nice to have

• Experience serving law firms and navigating their partnership structures, practice-group needs, and technology adoption.
• Experience helping organizations adopt new technology and change established ways of working, with an understanding of AI’s opportunities and limitations.

Pay

$230,000 - $250,000 USD OTE 80/20 (total pay); $230K – $250K (total pay, OTE 80/20)

AI focus

Support customer adoption of Harvey and guide organizations through technology change, informed by an understanding of AI’s opportunities and limitations.