Harvey
Head of Customer Success, Mid-Market - Americas
San Francisco · Mid
Sponsorship not specified$265k-$300kDetected 1 day ago
LLMsAgentic AIProduct ManagementProduct StrategyAccount ManagementCustomer SuccessLeadership
About the role
- This is a senior leadership role that reports directly to the
Responsibilities
- Team Building & Development: Recruit, coach, and develop a high-performing team of Mid-Market CSMs and CS Leaders.
- Set clear expectations, run effective operating cadences, and manage performance with rigor.
- Customer Outcomes & Retention: Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
- Executive Engagement: Personally engage with C-suite stakeholders at Harvey's larger Mid-Market accounts - General Counsels, Chief Knowledge Officers, Managing Partners - to build lasting executive relationships and drive strategic alignment.
- Deep experience building and leading teams of 10+ across multiple segments (MM, SMB, ENT) and geographies (US, Canada, LATAM).
Requirements
- 10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in an enterprise SaaS environment.
Nice to have
- Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred.
Compensation
- $264,800 - $300,000 USD OTE 80/20
Benefits
- Analytical rigor - you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions.
This listing is sourced directly from Harvey's careers page and normalized into a canonical job model.