Customer Success Manager, Enterprise

ROLE OVERVIEW

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. Based in our Sydney office, you'll be the face of Harvey for some of our most strategic APAC accounts. 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. Join a rapidly growing APAC Customer Success team, helping build out best-in-class playbooks and processes as the region scales.

WHAT YOU'LL DO

- Lead strategic implementation: Drive the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions across large, complex enterprise and law firm accounts.

- Own the client relationship: Serve as the primary contact for your accounts with a prescriptive, consultative approach, acting as a thought partner to deliver a superior customer experience.

- Drive enablement and product evangelism: Evangelise the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis until it becomes a "must-have" product.

- Manage success metrics and customer health: Leverage adoption rates, utilisation metrics, and other KPIs, supported by analytics and feedback, to maintain satisfaction and ensure readiness for renewal and expansion.

- Grow and retain revenue: Partner with Sales to renew existing revenue and expand each account year over year, encouraging users and stakeholders to become Harvey advocates within their organisations.

- Close the feedback loop: Relay client insights back to internal Product and GTM teams, aiding the continuous improvement of our product and services.

WHAT YOU HAVE

- Experience in Enterprise SaaS, legal (big law), or top-tier management consulting, with direct experience managing large-scale technology projects.

- Excellent communication and strategic planning skills, with the ability to influence stakeholders at various levels.

- A results-driven approach, with the ability to ruthlessly prioritise competing tasks and demanding customers seamlessly.

- Consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping capabilities.

- Comfort driving adoption of complex AI/LLM tools, and experience using data and CS platforms (e.g., Catalyst, Salesforce, or similar) to track KPIs and inform success planning.

- A collaborative, team-first mentality; described as committed, collaborative, and proactive.

CORE COMPETENCIES

These competencies anchor both the JD and the interview plan:

- Strategic Customer Engagement — consultative communication, enterprise account management, executive stakeholder engagement, and customer journey mapping.

- Technical Enablement & Product Evangelism — technical onboarding, proactive user enablement, product demonstration, and driving adoption of complex AI/LLM tools.

- Analytical Thinking & Metrics-Driven Strategy — data interpretation, KPI tracking, success planning, and use of CS platforms.

- Cross-Functional Collaboration & Feedback Integration — internal advocacy, product feedback loops, cross-functional teamwork, and process optimisation.

- Project Management & Operational Excellence — project planning, stakeholder coordination, deadline management, and the ability to prioritise under pressure.

ADDITIONAL INFORMATION

- Location: Sydney, NSW (Hybrid with flexibility)

- Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role

WHAT WE OFFER

- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home

- Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.

- Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.

- Retirement & Security: Comprehensive coverage designed to support your long-term well-being.

- Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.

- Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.

- Professional Development: Annual support for courses, certifications, conferences, and books.

- Remote Work Allowance: Monthly support for home office, internet, and phone expenses.

- Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.

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