Customer Success Leader • Lead

Who you are

You have a proven track record in customer success leadership, ideally within the technology sector — your experience includes developing strategies that enhance customer engagement and satisfaction. You thrive in dynamic environments and are adept at navigating complex customer needs, ensuring that clients achieve their desired outcomes with the technology provided.

Your leadership style is collaborative and empowering — you believe in fostering a culture of ownership and accountability within your team. You are skilled at building relationships with both customers and internal stakeholders, ensuring that communication flows smoothly and that everyone is aligned towards common goals.

You possess strong analytical skills, allowing you to assess customer data and feedback effectively — this enables you to identify trends and areas for improvement, driving continuous enhancement of customer success initiatives. You are also comfortable with ambiguity and can adapt strategies as needed to meet evolving customer demands.

Desirable

Experience in the legal or professional services sector would be a plus, as it provides you with a deeper understanding of the unique challenges faced by clients in these industries. Familiarity with AI technologies and their application in customer success can also set you apart, as Harvey is at the forefront of integrating advanced solutions into its offerings.

What you'll do

As the Customer Success Leader, you will be responsible for crafting and executing a strategic vision that ensures customers achieve their desired outcomes — this involves working closely with various teams, including product and engineering, to align customer needs with the company's offerings. You will lead initiatives that drive customer adoption and engagement, ensuring that clients are fully leveraging the technology provided.

You will also develop and implement processes that enhance scalability and efficiency within the customer success function — this includes establishing metrics to measure success and continuously refining strategies based on customer feedback and performance data. Your role will involve mentoring and guiding your team, fostering a culture of excellence and accountability.

Collaboration is key in this role, as you will work closely with sales and marketing teams to ensure a seamless customer journey from acquisition through to ongoing support. You will also represent the voice of the customer within the organization, advocating for their needs and ensuring that their feedback informs product development and enhancements.

What we offer

At Harvey, you will be part of a transformative journey in the legal and professional services sector — the opportunity to shape the future of work alongside a motivated and committed team. We offer a competitive compensation package and the chance to grow both personally and professionally in a fast-paced environment. You will have the autonomy to drive initiatives that make a real impact on our customers' success and the overall direction of the company.