Why This Job is Featured on The SaaS Jobs
This Customer Success Leader role stands out in SaaS because it sits at the intersection of enterprise adoption and product evolution in an AI-first platform serving professional services. The listing signals a company operating at meaningful scale, with a large customer base across many countries, where customer outcomes are tied closely to how the product is implemented, expanded, and renewed. That combination tends to demand disciplined operating models rather than ad hoc account management.
For a SaaS career, the remit maps to core, repeatable levers of durable revenue: churn prevention, expansion motion design, and the operationalization of customer journeys through playbooks and early-warning systems. The emphasis on building scalable processes and converting customer insight into product improvements aligns with how mature SaaS organizations create feedback loops between GTM execution and roadmap decisions. Experience in KPI ownership and cross-functional leadership is also highly portable across enterprise SaaS environments.
This is best suited to a leader who prefers structured problem solving, coaching and developing managers, and engaging senior stakeholders in complex accounts. It fits someone who wants to influence how Customer Success is run, not only how accounts are handled, and who is comfortable balancing strategic direction with operational cadence in a scaling organization.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1000+ customers in 58+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
As the Enterprise Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology. As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn.
Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement.
You will also play an integral part in helping to drive strategy and execution in how we deliver an end-to-end excellent customer experience.
What You’ll Do
Lead by Example: Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion.
Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy.
Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
Own Retention: introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts.
Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity.
Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.
What You Have
Leadership Experience: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / lighthouse accounts with multi-million dollar spend.
Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
Empathy and Influence: A leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
Outcome-Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios.
Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally, and externally.
Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
Innovation: A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.
Please find our UK applicant privacy notice here.
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
