Customer Success Leader, Majors

The role

You will manage and develop a team of CSMs supporting strategic law firm accounts. You will be accountable for 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 firm stakeholders to review progress and align on priorities.
• Lead customer escalations and coordinate responses to urgent issues.
• Align Sales, Legal Engineering, Product, Engineering, and Security teams around account plans.
• Bring evidence from strategic law firm accounts to Product and go-to-market leadership.

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 trust with senior stakeholders 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 and change ways of working.
• Understanding of AI's opportunities and limitations.

Nice to have

• Experience serving law firms and navigating their partnership structures, practice-group needs and technology adoption

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.