Harvey
Customer Success Leader, Majors
$230K–$250K
San Francisco · Hybrid · Full-time · Posted Oct 26, 2026
- Experience
- 10+ years in relevant fields, including at least 4 years directly managing CSMs or account teams serving large enterprises.
About the job
Leads and develops customer success teams supporting strategic law firm accounts, driving adoption, retention, expansion, and measurable customer value.
What you'll do
- Coach, manage, hire, and develop CSMs; establish standards for success planning, business reviews, and renewals.
- Own retention, net revenue retention, adoption, renewals, and expansion outcomes across the team’s portfolio in partnership with Sales.
- Lead executive engagement and escalations, coordinate cross-functional account support, 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 delivering retention and expansion outcomes across complex enterprise accounts, including renewal and growth strategies with Sales.
- Experience building strong teams through coaching, clear expectations, and performance management.
- Ability to earn senior stakeholder trust, lead difficult 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 understanding of AI’s opportunities and limitations.
Pay
$230,000 - $250,000 USD OTE 80/20 (total pay); $230K – $250K (total pay)
AI focus
The role supports adoption of Harvey and requires understanding AI’s opportunities and limitations; it does not specify building AI systems.
Model-written summary · the original posting is authoritative