Enterprise Customer Success Manager

Key Skills

Aartificial intelligence, Customer Support, Effective communication skills, Large Language Models - LLMs, SaaS

Job Description

Harvey is a secure AI platform for professionals in law, tax, and finance that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world like A&O, PwC, and many others.

• Strategic investors: Raised over $100 million from strategic investors including Sequoia, Kleiner Perkins, and the OpenAI Startup Fund.

• World-class team: Harvey is hiring the best technical and non-technical talent from DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Superhuman, Glean, etc.

• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.

• Value: Top of market cash and equity compensation.

Role

As an Enterprise Customer Success Manager, you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at top enterprises and leading Law Firms. This position is pivotal in ensuring our clients 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 and workflows.

Responsibilities

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.

• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.

• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach and delivering a superior customer experience.

• Success Metrics Management: Utilize adoption rates, NPS, and other key metrics to drive strategies ensuring client satisfaction and high ROI.

• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.

• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.

• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Qualifications

• Experienced professionals with a background in Enterprise SaaS, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects.

• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.

• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly

• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

What We Offer

A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.

An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.

A collaborative work environment that promotes growth, learning, and development.

Compensation

The expected range of compensation for this role is between $150,000 and $300,000. Additionally, this role is eligible to participate in our equity plan. The successful candidate’s starting salary will be determined based on non-discriminatory factors such as skills, experience, and geographic location.