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NEXTMOVEFDE careers · United States
Harvey

Head of Customer Success, Enterprise

AI summary of the role

Harvey seeks a Head of Customer Success, Enterprise - Americas to own strategy, execution, and outcomes for enterprise customers across the US, Canada, and Latin America.

What you’ll do

  • Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions.
  • Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders, fostering a culture of accountability, empathy, and excellence.
  • Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business.
  • Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks.

What you’ll bring

  • 10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in enterprise SaaS.
  • Proven track record of owning and exceeding NRR, adoption, and expansion targets at scale.
  • Deep experience building and leading teams of 10+ across multiple segments and geographies (US, Canada, LATAM).
  • Strong executive presence and ability to engage confidently with C-suite legal and business stakeholders.

Technologies

AI · LLM · SaaS · CRM · analytics dashboards

About Harvey

Agentic AI platform purpose-built for elite law firms and in-house legal teams to automate research, drafting, document review, and complex matter workflows.

Private Late

Source and classification

Deployment team leadership · Evidence for this classification:

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 the Head of Customer Success, Enterprise - Americas, you will own the strategy, execution, and outcomes of Harvey's enterprise customer success motion across the United States, Canada, and Latin America. You will lead a team of Enterprise CSMs and CS Leaders, driving value realization for Harvey's largest and most strategic accounts — top law firms and enterprise legal departments — and ensuring they derive maximum, measurable ROI from our AI platform. This is a senior leadership role that reports directly to the VP of Customer Success and requires a
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