Head of Customer Success, Enterprise

Ovii's Interpretation of the Role

Lead Harvey’s enterprise customer success function across the United States, Canada and Latin America, shaping strategy, scaling teams and driving measurable ROI for top law firms and corporate legal departments. Report to the VP of Customer Success and own net‑revenue‑retention, adoption and expansion targets while partnering cross‑functionally with product, engineering, sales and marketing.

Role Snapshot

• Lead Enterprise Customer Success for the Americas
• Define and execute CS strategy & playbooks
• Build and scale high‑performing CS team
• Own NRR, adoption and renewal targets
• Drive cross‑functional partnership
• Engage C‑suite legal stakeholders

Must-Have Requirements

• Leadership of CS teams
• Revenue retention ownership
• Analytical rigor
• Customer success leadership
• Enterprise SaaS account management

Nice-to-Have Signals

• Legal‑tech domain experience
• AI/LLM familiarity
• Legal technology domain
• Legal technology
• Professional services

Work Setup

• Location: San Francisco, USA
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Travel requirement
• Relocation
• Security clearance
• Shift
• Notice period
• Remote eligibility

What You'll Likely Work On

• Define and execute the enterprise CS strategy for the Americas, including segmentation and expansion motions
• Recruit, coach and develop a high‑performing team of Enterprise CSMs and CS Leaders
• Own net‑revenue‑retention, adoption and renewal targets for the enterprise book of business
• Build scalable CS processes such as onboarding frameworks, QBR cadences, health scoring and renewal playbooks
• Serve as the voice of Americas enterprise customers to Product, Engineering, Sales and Marketing
• Engage directly with C‑suite stakeholders at strategic accounts to drive alignment and growth

Good Fit If You Have

• Experience in legal technology or professional services is a plus
• Familiarity with AI/LLM technology and comfort evangelizing it
• Thrives in fast‑paced, ambiguous environments