Why This Job is Featured on The SaaS Jobs
Within the SaaS ecosystem, this Majors Customer Success Manager role stands out for its focus on enterprise adoption of an AI platform in a regulated, high-stakes domain. Harvey’s footprint across a large global customer base signals a company operating beyond early validation and into repeatable deployment, where customer outcomes and product maturity are tightly linked. The remit sits at the intersection of platform value realization, stakeholder management, and operational change, a common pressure point for enterprise SaaS.
For a long-term SaaS career, the role offers durable exposure to the mechanics that drive retention in enterprise subscriptions: implementation quality, executive alignment, and measurable usage. It also builds the habit of translating complex product capabilities into workflow-level impact, then feeding structured insight back into product direction. That blend of customer strategy and internal influence is broadly transferable across enterprise SaaS, particularly in categories where adoption requires behavior change rather than simple feature training.
This position is best suited to professionals who prefer consultative engagement over transactional account coverage, and who are comfortable navigating multiple stakeholders with competing incentives. It fits someone who wants ownership of post-sale outcomes, is willing to travel for key moments in the customer lifecycle, and is motivated by work where product credibility is earned through sustained adoption.
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 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 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 a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes, providing expert industry advice and shaping Harvey’s product roadmap.
What You'll Do
Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
Travel required: Up to 25% of the time
What You Have
Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house or in-house) environment
History and comfort conducting change management and wide-scale adoption for large technology projects.
Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
A strong commitment to be collaborative and proactive with a team-first mentality.
What We Offer
A chance to be at the forefront of AI technology and innovation, directly impacting how our customers' businesses operate and thrive.
An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
A collaborative work environment that promotes growth, learning, and development.
Compensation Range
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
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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
