Scaled Customer Success Leader

Why Harvey

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 700+ 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

Harvey is hiring a Scaled Customer Success Leader to operationalize and elevate how we deliver value to our rapidly growing customer base. In this role, you’ll lead a team of Customer Success Managers who support a high volume of customers through scalable, tech-enabled engagement models. You’ll build data-driven strategies, optimize processes, and leverage automation to help our customers achieve meaningful outcomes efficiently. This is a hands-on leadership role, perfect for someone who loves building structure, mentoring emerging talent, and scaling success programs that grow with the business.

What You’ll Do

• Lead, coach, and develop a team of Scaled Customer Success Managers focused on driving product adoption, retention, and customer outcomes across a high-volume customer segment.
• Design and refine scalable engagement models that leverage automation, digital programs, and data insights to deliver meaningful customer experiences.
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization.
• Implement processes and success playbooks that enable efficient account coverage and proactive customer management.
• Analyze customer health metrics and feedback to identify trends, risks, and opportunities for continuous improvement.
• Foster a culture of learning, collaboration, and operational excellence within the scaled success team.

What You Have

• 6+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 3+ years in a leadership or mentorship capacity.
• Experience managing scaled, digital, or tech-touch success programs in SaaS, AI, legal, or other technology sectors.
• Strong operational mindset and comfort with systems, automation tools, and data-driven decision-making.
• Ability to coach and support developing CSMs, helping them build confidence, consistency, and customer impact.
• Excellent communication and collaboration skills with the ability to work cross-functionally and influence without authority.

Nice to Have

• Background in law or experience in the legal technology sector
• Previous experience in consulting or professional services firms
• Experience working with or supporting large financial institutions or asset managers

Compensation Range

The compensation range for this role is $221,000-$299,000 USD OTE (80/20). We’ve kept this range broad to reflect the variety of experience levels and skill sets that could make someone a great fit for the role.

Please find our CA applicant privacy notice 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 accommodations@harvey.ai