Why Harvey

At Harvey were transforming how legal and professional services operate not incrementally but end-to-end. 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. With 1000 customers in 60 countries 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 is sharp motivated and deeply committed to the mission. We move fast operate with intensity and take real ownership of the problems we tackle from early thinking to long-term outcomes. We stay close to our customers from leadership to engineers and work together to solve real problems with urgency and care. If you thrive in ambiguity push for excellence and want to help shape the future of work alongside others who raise the bar we invite you to build with us.

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

Role Overview

As the Head of Customer Success Enterprise - Americas you will own the strategy execution and outcomes of Harveys enterprise customer success motion across the United States Canada and Latin America. You will lead a team of Enterprise CSMs and CS Leaders driving value realization for Harveys largest and most strategic accounts top law firms and enterprise legal departments and ensuring they derive maximum measurable ROI from our AI platform. This is a senior leadership role that reports directly to the VP of Customer Success and requires a builders mindset: you will define the playbooks scale the team and set the standard for what world-class customer success looks like at Harvey across the Americas.

What Youll Do

• Strategic Leadership: Define and execute the enterprise CS strategy for the Americas including account segmentation team structure success planning and expansion motions that align to Harveys revenue and retention goals.

• Team Building & Development: Recruit coach and develop a high-performing team of Enterprise CSMs and CS Leaders. Foster a culture of accountability empathy and excellence. Set clear expectations run effective operating cadences and manage performance with rigor.

• Customer Outcomes & Retention: Own net revenue retention (NRR) adoption and renewal targets for the Americas enterprise book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.

• Operational Excellence: Build and refine scalable CS processes onboarding frameworks QBR cadences health scoring models escalation workflows and renewal playbooks that enable the team to manage a growing portfolio of enterprise accounts.

• Cross-Functional Partnership: Serve as the voice of the Americas enterprise customer to Product Engineering Sales and Marketing. Translate customer feedback into actionable insights that shape the product roadmap and go-to-market strategy.

• Executive Engagement: Personally engage with C-suite stakeholders at Harveys most strategic accounts General Counsels Chief Knowledge Officers Managing Partners to build lasting executive relationships and drive strategic alignment.

What You Have

• 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.

• Results-driven with the ability to ruthlessly prioritize competing demands across a large complex book of business.

• A builders mentality you thrive in fast-paced ambiguous environments and are energized by creating structure where none exists.

What We Offer

• 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 Harveys 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.

Compensation

$276000-$325000

Depending on your location an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

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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:

Director