Enterprise Customer Success Manager

Ovii's Interpretation of the Role

The Enterprise Customer Success Manager will guide large enterprise and law‑firm clients through adoption of Harvey’s AI platform, ensuring value delivery and long‑term partnership. The role blends strategic implementation, stakeholder enablement, and health monitoring to drive satisfaction, renewal, and expansion.

Role Snapshot

• Drive enterprise AI adoption
• Lead strategic implementations
• Own client relationship and advocacy
• Monitor health and renewal metrics
• Enable users through training and enablement

Must-Have Requirements

• Enterprise SaaS implementation
• Legal tech domain knowledge
• Strategic planning
• Stakeholder communication
• Project management
• Legal or consulting background
• Large‑scale technology project management

Nice-to-Have Signals

• Team‑first collaborative mindset

Work Setup

• Location: New York, United States
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Travel: Occasional travel to client and company offices
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Salary range
• Visa sponsorship

What You'll Likely Work On

• Lead integration of Harvey’s AI solutions into client workflows
• Train and enable end‑users to adopt the platform daily
• Serve as primary trusted advisor, delivering a consultative client experience
• Track adoption, utilization, and ROI metrics to drive satisfaction
• Cultivate internal champions and expand usage across the organization
• Monitor customer health and prepare for renewal or expansion opportunities
• Relay client feedback to product and service teams for continuous improvement
• Travel to client and company sites as needed

Good Fit If You Have

• Background in enterprise SaaS, big‑law, or top‑tier consulting
• Results‑driven with ability to prioritize competing demands
• Collaborative, proactive team player