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Customer Success Manager, Enterprise

Harvey· Customer Success
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Hybrid (Sydney)Full-timePosted 1mo ago

About the role

Enterprise Customer Success Manager based in Sydney, responsible for guiding top APAC accounts (law firms and enterprises) through adoption and value realization of Harvey’s AI platform, owning relationships, driving adoption, and supporting renewal and expansion.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:Enterprise SaaS experienceStrategic account managementProduct adoption & enablement

Benefits

  • 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, four-week paid sabbatical.
Last updated Sep 17, 2026. Interested? Apply on the company site.
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About Harvey

Professional Class AI

Harvey is a platform built to meet the standards of the world’s leading professional service firms.

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