Customer Success Manager, ANZ - Major Accounts, Sydney

What You'll Do

• Serve as the primary strategic advisor to customers with a prescriptive and consultative approach, delivering a superior customer experience and building deep executive relationships.
• Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of AI solutions across complex enterprise environments.
• Proactively manage overall account health by monitoring key indicators, addressing risks early, and driving initiatives that support long-term customer success, retention, and expansion.
• Evangelize the power of Harvey to end users and collaborate with Legal Product Specialists to enable daily adoption across diverse legal and business teams in the APAC region.
• Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
• Relay customer insights to internal teams and collaborate with Product to aid in the continuous improvement of Harvey's platform and services.

What You Have

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house), or top-tier management consulting firms.
• History and comfort conducting change management and wide-scale adoption for large technology projects in enterprise environments.
• Excellent communication and strategic planning skills, with the capability to influence stakeholders at every level, including at the executive level.
• Results-driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• A strong commitment to being collaborative and proactive with a team-first mentality.
• Willingness to travel up to 25% of the time within the APAC region.

Additional Information

• Location: Sydney, NSW (Hybrid with flexibility)
• Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role