Why This Job is Featured on The SaaS Jobs
Customer success roles in SaaS often split between relationship ownership and product adoption, and this Founding CSM position sits firmly on the adoption side. The remit spans onboarding, training, activation, and health reporting across a global portfolio, making it a clear example of how modern SaaS companies operationalise outcomes at scale, especially when the end users are sophisticated and distributed across institutions.
For a SaaS career, the standout value is exposure to building the mechanics of a repeatable CS motion rather than inheriting one. Designing playbooks, defining activation milestones, instrumenting usage signals, and running portfolio level reporting are skills that translate across B2B SaaS, particularly for products where enablement and change management determine retention. The role also creates a close feedback loop between customers and internal product partners, a core competency in companies refining fit and expanding use cases.
This role will suit an operator minded CSM who enjoys being the “expert call” in a tag team model and is comfortable owning delivery details end to end. It aligns well with someone who prefers measurable adoption work, can lead training sessions confidently, and wants early responsibility in shaping how customer success is executed globally.
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. 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 1500+ customers in 60+ 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Harvey is redefining how the legal profession learns. Our law school program spans 100+ schools globally and is the foundation of how the next generation of lawyers will practice with AI.
The Law School CS Lead is the global CS and activation function for the law school program. You serve all geo managers — US East, US West, and International — as the operational backbone for product training, onboarding, account health, and activation across every school in the portfolio. This is not a US role that also covers international; it is a global IC role that all geo managers draw on.
Think of it as a tag-team model: geo managers own the school relationships and program strategy; you own the deeper product delivery and account management. This is the first dedicated CS hire for law schools. You will build the playbook as you go. Reports to the Head of Legal Partnerships, Law Schools.
What You'll Do
Own product training and demo delivery across the full law school portfolio — onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup for all geo managers and their schools
Tag in to school relationships as directed by the relevant geo manager — you are not the first call, but you are the expert call — the person who makes demos land and trainings stick
Build and run the scaled, tech-touch model for long tail schools across all geographies — playbooks, templated cadences, training materials, and activation milestones
Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace
Maintain the law school CRM across all geographies — account notes, POC data, meeting logs, and opportunity tracking
Lead end-of-year recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with each geo manager
Support onboarding for new school signings globally — coordinate kickoffs, run initial training sessions, and drive early activation milestones
Partner with Legal Engineers and Law School Managers to translate school feedback into product and program improvements
What You Have
3+ years in customer success, account management, or client services — preferably in a high-growth SaaS, legal tech, or professional services environment
Operator mindset: you build systems, write playbooks, and hold yourself to metrics
Player-coach approach: You are a founding CSM for this team and will have a strong part in growing it.
Strong trainer and presenter — you can run a room of law professors or a 1:1 demo with a student org leader and make both count
Legal background or strong legal context is a plus, not a requirement — comfort explaining legal AI tools to a sophisticated legal audience matters more than a JD
Experience building scaled or tech-touch CS programs for large, distributed account portfolios
Clear, direct communicator who doesn't let follow-ups fall through the cracks
Comfortable working across time zones and geographies in close coordination with a distributed team
Compensation
OTE 80/20 Split $140,000-160,000
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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
