Majors Customer Success Manager (Asset Management)

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes, providing expert industry advice and shaping Harvey’s product roadmap. Role Overview As a Majors Customer Success Manager, you’ll lead AI implementation, adoption and change management for Harvey’s largest customers, including leading law firms, Fortune 500 companies and asset managers. You’ll work directly with senior leaders and practicing lawyers to identify where AI can improve their work, turn those opportunities into implementation plans and lead the cross-functional effort to deliver results. You’ll own the customer relationship end to end as the primary lead for a portfolio of strategic accounts, from initial deployment through ongoing adoption and renewal. This role combines the strategic depth of advisory work with responsibility for account health, measurable customer value and retention. You’ll drive retention by establishing measurable value, understanding customer needs and addressing barriers to continued investment, partnering with Sales throughout the customer lifecycle. What You’ll Do - Lead implementation and transformation programs. Assess customer goals and current workflows, identify valuable use cases and build plans with clear milestones, owners and success measures. Drive execution across practice groups, business functions and regions, adapting the plan as you learn what works. - Drive change in how lawyers work. Partner with lawyers and customer leadership to embed Harvey into everyday practice. Develop champions, address resistance and coordinate targeted training with Legal Product Specialists. Help customers turn successful individual use cases into repeatable ways of working across teams. - Own your customer portfolio. Set account strategy and use adoption data, stakeholder feedback and business impact to assess progress and direct the next phase of work. Address risks early and lead the response to escalations, keeping customers informed and internal teams accountable for resolution. - Drive retention and support growth. Conduct ongoing discovery to understand customer goals, decision criteria and stakeholder sentiment. Build the case for renewal through demonstrated value, address retention risks early and equip Sales to lead renewal discussions. Identify expansion opportunities grounded in customer needs and business impact. - Lead cross-functional delivery. Bring together Legal Engineering, technical specialists, Product and Sales around a shared customer plan. Clarify responsibilities, manage dependencies and resolve blockers. Coordinate specialist contributions and ensure their work advances the broader account strategy. Translate customer needs and delivery lessons into product feedback and repeatable playbooks. - Advise executives and align stakeholders. Build relationships with senior partners, General Counsel and innovation, technology and operations leaders. Lead discussions about investment and progress, align stakeholders with competing goals and manage difficult conversations when expectations or results shift. Travel required: up to 25%. What You Have - Experienced background in asset management, banking or financial service management consulting, technology advisory, transformation delivery or strategic enterprise customer success, with direct responsibility for delivering complex client programs. Experience serving legal, financial services or professional services organizations is valuable. - A track record of turning business goals into executable plans and managing multiple work streams through delivery, with clear ownership of timelines, stakeholder alignment and results. - Experience helping organizations adopt new technology and change established ways of working. You understand that successful implementation requires both a working solution and people who use it. - The ability to earn credibility with senior executives and work directly with end users, moving comfortably between strategic discussions and hands-on execution. - Strong analytical and commercial judgment, with the ability to assess customer value, uncover renewal considerations and identify retention risks early. - A collaborative approach and the judgment to prioritize across a demanding customer portfolio. You take initiative, work effectively through ambiguity and bring curiosity about AI and its practical applications. What