Customer Success Manager, Enterprise, APAC
ROLE OVERVIEW
The Enterprise Customer Success Manager joins Harvey's Customer Success team to serve as the strategic partner for enterprise clients across the Asia-Pacific region, with a focus on the Singapore market. The team's mission is to drive deep product adoption, deliver measurable business outcomes, and build lasting relationships with legal and professional services organizations deploying Harvey's AI platform. This role owns the end-to-end post-sales experience for a portfolio of high-value enterprise accounts, from onboarding through renewal and expansion. The Enterprise CSM partners directly with Sales, Product, and Legal Engineering to translate customer needs into product value and influence Harvey's roadmap in a rapidly growing APAC market. It is a rare opportunity to shape how leading Asia-Pacific law firms and enterprises adopt AI technology at the frontier of legal innovation.
WHAT YOU'LL DO
- Own strategic account management for a portfolio of enterprise clients, driving adoption, retention, and expansion across Singapore and the broader APAC region.
- Lead onboarding and implementation for new enterprise deployments, managing complex multi-stakeholder initiatives from scoping through go-live.
- Build and execute success plans informed by product usage data, customer health scores, and business objectives to proactively mitigate churn risk and identify growth opportunities.
- Serve as the customer's trusted advisor on Harvey's AI capabilities, conducting training sessions, executive business reviews, and strategic workshops tailored to legal workflows.
- Collaborate cross-functionally with Sales, Product, and Legal Engineering to champion customer feedback, influence roadmap priorities, and align on shared account goals.
- Develop scalable playbooks and processes for the APAC customer success motion, contributing to the growth of Harvey's regional operations.
WHAT YOU HAVE
- 5+ years of experience in customer success, account management, or strategic consulting within enterprise SaaS or technology environments.
- Demonstrated ability to manage complex enterprise accounts with multiple stakeholders, including C-suite and senior legal leadership.
- Strong analytical skills with experience using customer health data, product usage metrics, and business KPIs to drive engagement strategy.
- Excellent communication and executive presence, with the ability to influence stakeholders across technical and non-technical audiences.
- Experience with legal industry clients, professional services, or AI/LLM products is highly preferred.
- Based in or willing to relocate to Singapore, with ability to travel within the APAC region as needed.
PLEASE FIND THE APPLICANT PRIVACY FOR THIS REGION HERE https://www.harvey.ai/legal/singapore-applicant-privacy-notice.
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