Customer Success Leader, Majors - Asset Management

The role

You will manage and develop a team of CSMs supporting strategic asset management accounts. You will drive retention, net revenue retention, and adoption while influencing product direction.

What you will do

• Lead and develop the team through coaching, performance management, and hiring.
• Set standards for success planning, business reviews, and renewal preparation.
• Own portfolio outcomes including retention, net revenue retention, and adoption.
• Partner with Sales on renewal strategy, forecasting, and expansion opportunities.
• Guide the team in identifying high-impact use cases and defining success measures.
• Meet with senior customer stakeholders to review progress and align on priorities.
• Lead customer escalations and coordinate responses.
• Align Sales, Legal Engineering, Product, Engineering, and Security teams around customer priorities.
• Influence product direction by providing evidence from strategic accounts.

Required qualifications

• 10+ years of experience in customer success, account management, consulting or professional services.
• At least 4 years directly managing CSMs or account teams serving large enterprises.
• Track record of delivering retention and expansion outcomes across complex enterprise accounts.
• Experience building strong teams through coaching, clear expectations and performance management.
• Ability to earn executive trust and lead difficult customer conversations.
• Ability to influence decisions across functions without direct authority.
• Strong analytical judgment to interpret adoption data and assess account risk.
• Experience helping organizations adopt new technology in regulated environments.
• Understanding of AI's opportunities and limitations.

Nice to have

• Experience serving asset managers or other financial institutions, particularly their legal and compliance teams.

Benefits

• Opportunity to develop a strong team working with leading asset managers.
• Close collaboration with Harvey's leadership and product teams.
• Chance to help legal teams turn advances in AI into lasting improvements.

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.