Head of Customer Success, Enterprise (Americas)

Harvey • New York, NY

4d • $276,000 - $325,000

About The Position

At Harvey, we’re 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, we’re 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 58+ countries, strong product-market fit, and world-class investor support, we’re 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 we’re just getting started. Role Overview As the Head of Customer Success, Enterprise - Americas, you will own the strategy, execution, and outcomes of Harvey's 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 Harvey's 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 builder's 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.

Requirements

• 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.
• 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 builder's mentality — you thrive in fast-paced, ambiguous environments and are energized by creating structure where none exists.

Nice To Haves

• 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.

Responsibilities

• 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 Harvey's 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 Harvey's most strategic accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment.

Benefits

• 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 Harvey's 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed