Majors Customer Success Manager

The role

You will lead AI implementation, adoption, and change management for large customers including law firms, Fortune 500 companies, and asset managers. You will own the customer relationship from deployment through renewal by identifying use cases and driving measurable value.

What you will do

• Lead implementation and transformation programs.
• Assess customer goals and build plans with clear milestones.
• Drive change in how lawyers work and embed Harvey into everyday practice.
• Develop champions and coordinate training with Legal Product Specialists.
• Own a customer portfolio and set account strategy.
• Address risks and lead responses to escalations.
• Drive retention and support growth by building the case for renewal.
• Identify expansion opportunities.
• Lead cross-functional delivery with Legal Engineering, technical specialists, Product, and Sales.
• Advise executives and align stakeholders.

Required qualifications

• Experience in management consulting, technology advisory, transformation delivery or strategic enterprise customer success.
• Direct responsibility for delivering complex client programs.
• Track record of turning business goals into executable plans and managing multiple workstreams.
• Experience helping organizations adopt new technology and change established ways of working.
• Ability to earn credibility with senior executives and work directly with end users.
• Strong analytical and commercial judgment.
• Collaborative approach and the judgment to prioritize across a demanding customer portfolio.
• Ability to work effectively through ambiguity.
• Curiosity about AI and its practical applications.

Nice to have

• Experience serving legal, financial services or professional services organizations

Benefits

• Ownership of AI implementation and transformation programs.
• Opportunity to build lasting customer relationships.
• Close collaboration with product and specialist teams.

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.