Analyst, Customer Trust
Hybrid (London)Full-timePosted 2mo ago
About the role
Role focused on handling customer security inquiries, supporting GTM responses, and elevating Harvey's security posture. Reports to the Customer Trust lead and operates at the intersection of security, customer success, audit, and AI innovation to shape the customer trust narrative and manage the Trust Center.
Responsibilities
- Act as a technical point of contact for the Go-To-Market (GTM) team and customers regarding security questions; provide timely, accurate, and empathetic responses to questionnaires and concerns to unblock deals while maintaining high security standards.
- Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of the response process; build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
- Establish and report on KPIs for the Customer Trust function; use data to track team impact, response velocity, quality of answers, and influence on sales outcomes.
- Manage the Trust Center; create and maintain a high-quality security and regulatory knowledge base; help develop thought leadership to support GTM teams in handling complex security discussions.
- Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
Qualifications
- 3+ years of experience in Information Security, Customer Trust, Technical Program Management, or Security Consulting with a proven track record in supporting and improving compliance programs.
- Audit experience navigating complex compliance frameworks and communicating controls to customers.
- Exceptional customer/service skills with ability to explain complex technical and regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting).
- Strong analytical skills with a focus on metrics; ability to create dashboards and report performance to leadership.
- Comfort with ambiguity and a high level of patience, staying calm and decisive under pressure.
Skills
Required:Security & Compliance KnowledgeCustomer Success & CommunicationAI/Automation for Security ProgramsMetrics & Reporting
Last updated Aug 5, 2026. Interested? Apply on the company site.
About Harvey
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