Customer Success Leader

Why Harvey

Harvey is a secure AI platform for professionals in law, tax, and finance that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized and developed by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world, including Paul Weiss, A&O Shearman, Ashurst, O'Melveny & Myers, PwC, KKR, and many others.
• Strategic investors: Raised over $200 million from strategic investors including Sequoia, Google Ventures, Kleiner Perkins, and the OpenAI Startup Fund.
• World-class team: Harvey is hiring the best talent from DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Glean, Superhuman, Figma, and more.
• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.
• Performance: $0-30M ARR in the last 18 months.
• Value: Top of market cash and equity compensation.

Role 

As a Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology. As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to mitigate churn and fuel expansion. 

Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement. 

You will also play an integral part in helping to drive strategy and execution in how we deliver an end-to-end excellent customer experience.  

Responsibilities

• Lead by Example: Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
• Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion. 
• Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers  and fostering customer advocacy. 
• Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as a advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals. 
• Own Retention: introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts. 
• Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity. 
• Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.

Qualifications 

• Leadership Experience: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / lighthouse accounts with multi-million dollar spend. 
• Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
• Empathy and Influence: A leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent. 
• Outcome-Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios.
• Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally, and externally. 
• Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
• Innovation:  A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.

Compensation

In consideration of market analysis and relevant factors, the salary range for this position is set between $200,000 and $250,000. However, adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description. Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

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.