Enterprise Customer Success Manager, Tokyo

The role

The Enterprise Customer Success Manager will own strategic account management for enterprise clients in Japan. This person will drive product adoption, retention, and expansion for the AI platform.

What you will do

• Own strategic account management for a portfolio of enterprise clients in Japan.
• Lead onboarding and implementation for new enterprise deployments.
• Build and run success plans based on usage data, customer health and business objectives.
• Act as a trusted advisor on Harvey's AI capabilities through training, executive business reviews and workshops.
• Work with Sales, Product and Legal Engineering to bring customer feedback into roadmap priorities.
• Develop scalable playbooks for the Japan customer success motion.

Required qualifications

• At least 5 years in customer success, account management or strategic consulting within enterprise SaaS or technology.
• Experience as a CSM with real account ownership.
• Enterprise experience.
• Experience managing complex enterprise accounts with multiple stakeholders, including senior legal and executive leadership.
• Strong analytical skills with customer health data, product usage metrics and business KPIs.
• Executive presence and storytelling.
• Native-level Japanese.
• Strong business English.
• Based in Tokyo.

Nice to have

• Experience with legal, professional services or regulated clients
• Experience with AI and LLM products

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.