Enterprise Customer Success Manager, Tokyo
ROLE OVERVIEW
The Enterprise Customer Success Manager joins Harvey's Customer Success team as the strategic partner for enterprise clients in Japan. Harvey is opening a Tokyo office in early 2027 and already works with leading Japanese firms, including Mori Hamada & Matsumoto, Nagashima Ohno & Tsunematsu and Mitsubishi Corporation. 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, and partners with Sales, Product and Legal Engineering to turn customer needs into product value. Japanese customers are currently supported by the APAC Customer Success team from Sydney (TBC: scope of the Japan book and handover). This is a founding in-market role, so the person will help shape how Harvey runs customer success in Japan.
WHAT YOU'LL DO
- Own strategic account management for a portfolio of enterprise clients in Japan, driving adoption, retention and expansion.
- Lead onboarding and implementation for new enterprise deployments, managing multi-stakeholder initiatives from scoping through go-live.
- Build and run success plans based on usage data, customer health and business objectives to reduce churn risk and find growth.
- Act as a trusted advisor on Harvey's AI capabilities through training, executive business reviews and workshops tailored to legal workflows, in Japanese and English.
- Work with Sales, Product and Legal Engineering to bring customer feedback into roadmap priorities and align on shared account goals.
- Develop scalable playbooks for the Japan customer success motion and contribute to the growth of Harvey's regional operations.
WHAT YOU HAVE
- At least 5 years in customer success, account management or strategic consulting within enterprise SaaS or technology, as a CSM with real account ownership.
- Enterprise experience. Backgrounds limited to SMB or mid-market do not translate to major accounts.
- Experience managing complex enterprise accounts with multiple stakeholders, including senior legal and executive leadership.
- Strong analytical skills with customer health data, product usage metrics and business KPIs.
- Executive presence and storytelling that hold a room, with the ability to influence technical and non-technical audiences.
- Native-level Japanese and strong business English.
- Experience with legal, professional services or regulated clients, or with AI and LLM products (preferred).
- Based in Tokyo, with the ability to travel within APAC as needed.
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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