Customer Success, Enterprise

About the role

You will own the end-to-end success of enterprise customers at the highest level, acting as the primary trusted advisor for top law firms and professional services organizations. You will define what value realization looks like for each customer by deeply understanding their strategic objectives and translating them into actionable AI integration plans. In this role, you will serve as the critical bridge between customer leadership and Harvey's product capabilities, ensuring every interaction reinforces trust and expertise. You will partner closely with enterprise sales teams to identify, qualify, and drive expansion opportunities that unlock new value for both the customer and the business. Your work will involve coaching customers on best practices, helping them reimagine legal workflows with AI, and setting the standard for excellence in adoption. You will be responsible for maintaining a clear line of sight from day-to-day usage to long-term strategic impact, ensuring customers see measurable return on their investment. Ultimately, you will be the voice of the customer internally, shaping product direction and reinforcing Harvey's commitment to transforming professional services.

Key facts

What you'll do

• Orchestrate end-to-end onboarding for enterprise clients, ensuring seamless integration of Harvey AI into complex legal environments.
• Lead discovery sessions with C-suite stakeholders and department heads to uncover high-impact use cases and strategic priorities.
• Architect and deliver tailored training programs that empower legal teams to adopt AI confidently and operate at peak efficiency.
• Build and maintain executive-level relationships, positioning Harvey as an indispensable partner in the digital transformation of law.
• Monitor and report on adoption analytics, identifying friction points and opportunities to deepen platform utilization.
• Drive proactive health checks and business reviews that highlight ROI, uncover expansion potential, and reinforce long-term value.
• Collaborate with Product and Engineering to synthesize customer feedback into actionable product enhancements and roadmap inputs.
• Own renewal and expansion strategies, aligning customer success initiatives with commercial outcomes and retention goals.
• Develop and maintain detailed account maps that clarify stakeholder influence, decision-making processes, and change dynamics.
• Act as the central point of contact for customer escalations, resolving issues with urgency and preserving trust.
• Establish governance frameworks that standardize AI usage, compliance, and data security across enterprise deployments.
• Identify cross-sell and upsell opportunities by analyzing workflow patterns and emerging customer needs.
• Represent customer insights in internal forums, ensuring product decisions are grounded in real-world usage and outcomes.
• Champion the adoption of new AI features, ensuring customers derive maximum value from every platform release.

Requirements

• Hold a Bachelor's degree or equivalent practical experience that demonstrates equivalent knowledge and capability.
• Bring 3 to 4 years of progressive experience in customer success, account management, or solutions roles within technology or SaaS environments.
• Show a proven track record of managing complex, enterprise-level engagements in highly visible, professional services contexts.
• Demonstrate the ability to adapt rapidly to evolving product roadmaps, market conditions, and shifting customer demands.
• Exhibit strong strategic planning skills, including the capacity to prioritize initiatives based on revenue potential and long-term value.
• Have direct experience owning and driving customer metrics related to adoption, retention, and expansion within multi-year contracts.
• Comfortably lead in-person executive meetings, presenting complex ideas with clarity and confidence to senior leadership teams.
• Possess exceptional mapping and influencing skills, enabling navigation of large, cross-functional organizations.
• Proven ability to build and nurture trusted relationships with multiple stakeholders across legal, IT, and executive functions.
• Strong written and verbal communication skills, with the ability to translate technical concepts into business-focused narratives.
• Experience working with legal, compliance, and risk teams is essential given the regulated nature of the industry.
• Comfortable using data to guide decisions, set priorities, and demonstrate the impact of customer success initiatives.
• Willingness to travel regionally to support key customers, attend industry events, and strengthen presence in priority markets.

Nice to have

• Experience in the legal, professional services, or compliance technology sectors.
• Familiarity with enterprise AI platforms and the challenges of integrating generative AI into regulated workflows.
• Background in change management or organizational transformation within large institutions.
• Knowledge of legal technology stacks, document automation, and matter management ecosystems.
• Experience coaching C-suite executives on technology adoption and digital transformation strategies.

Practical notes

• Full-time based in Madrid.
• Willingness to travel regionally as required by key customer commitments.
• Employment is contingent on eligibility to work in the selected country.
• All hiring processes are governed by Harvey's Candidate Privacy Notices and applicable legal requirements.