Customer Success Manager, Enterprise

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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. Were 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 Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

As an Enterprise Customer Success Manager youll play a critical role in guiding our clients through their journey with Harvey and help define the future of work at top enterprises and leading law firms. Based in our Sydney office youll be the face of Harvey for some of our most strategic APAC accounts. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. Youll act as a trusted advisor deeply integrating Harvey into their business processes and workflows. Join a rapidly growing APAC Customer Success team helping build out best-in-class playbooks and processes as the region scales.

• Lead strategic implementation: Drive the integration of Harvey into client workflows ensuring seamless adoption and optimal use of our AI solutions across large complex enterprise and law firm accounts.

• Own the client relationship: Serve as the primary contact for your accounts with a prescriptive consultative approach acting as a thought partner to deliver a superior customer experience.

• Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis until it becomes a must-have product.

• Manage success metrics and customer health: Leverage adoption rates utilisation metrics and other KPIs supported by analytics and feedback to maintain satisfaction and ensure readiness for renewal and expansion.

• Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account year over year encouraging users and stakeholders to become Harvey advocates within their organisations.

• Close the feedback loop: Relay client insights back to internal Product and GTM teams aiding the continuous improvement of our product and services.

• Experience in Enterprise SaaS legal (big law) or top-tier management consulting with direct experience managing large-scale technology projects.

• Excellent communication and strategic planning skills with the ability to influence stakeholders at various levels.

• A results-driven approach with the ability to ruthlessly prioritise competing tasks and demanding customers seamlessly.

• Consultative communication enterprise account management executive stakeholder engagement and customer journey mapping capabilities.

• Comfort driving adoption of complex AI/LLM tools and experience using data and CS platforms (e.g. Catalyst Salesforce or similar) to track KPIs and inform success planning.

• A collaborative team-first mentality; described as committed collaborative and proactive.

These competencies anchor both the JD and the interview plan:

• Strategic Customer Engagement consultative communication enterprise account management executive stakeholder engagement and customer journey mapping.

• Technical Enablement & Product Evangelism technical onboarding proactive user enablement product demonstration and driving adoption of complex AI/LLM tools.

• Analytical Thinking & Metrics-Driven Strategy data interpretation KPI tracking success planning and use of CS platforms.

• Cross-Functional Collaboration & Feedback Integration internal advocacy product feedback loops cross-functional teamwork and process optimisation.

• Project Management & Operational Excellence project planning stakeholder coordination deadline management and the ability to prioritise under pressure.

• Location: Sydney NSW (Hybrid with flexibility)

• Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role

• Structured hybrid working arrangement: 3 days in our Sydney office 2 days working from home

• Health Coverage: Fully covered private hospital insurance plus extras for dental optical physio mental health and more.

• Family & Fertility Support: Support for fertility treatments adoption and surrogacy through Carrot.

• Retirement & Security: Comprehensive coverage designed to support your long-term well-being.

• Paid Leave: Paid annual leave sick leave and fully paid parental leave for all parents.

• Wellness & Perks: Daily in-office lunch wellness memberships through Wellhub and monthly commuting support.

• Professional Development: Annual support for courses certifications conferences and books.

• Remote Work Allowance: Monthly support for home office internet and phone expenses.

• Harvey Holiday: After four years enjoy a four-week paid sabbatical to rest travel or explore new experiences.

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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

Required Experience:

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