Head of Customer Success, Enterprise

What You'll 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 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.

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