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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer success and account management, with a strong focus on retention and expansion strategies. Proven ability to lead and develop teams while effectively engaging senior stakeholders and driving technology adoption in law firms.
Highest-signal resume keywords
Customer Success ManagementRetention StrategiesTeam LeadershipStakeholder EngagementData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementPerformance ManagementRenewal StrategyGrowth StrategyAnalytical JudgmentTechnology AdoptionRisk AssessmentSuccess PlanningBusiness ReviewsClient Service
Soft Skills
CoachingInfluencing DecisionsBuilding TrustCommunicationConflict Resolution
Industry Keywords
Law Firm ExperienceEnterprise AccountsStakeholder RelationshipsPractice Group NeedsAI OpportunitiesCustomer FeedbackImplementationAdoption BarriersCommercial DecisionsKnowledge and Innovation
About the role
Key responsibilities & impact- Manage and develop a team of experienced CSMs supporting strategic law firm accounts
- Coach CSMs on account strategy, stakeholder relationships and prioritization
- Manage performance, support career development and hiring
- Set standards for success planning, business reviews and renewal preparation
- Own retention, net revenue retention and adoption outcomes across the team’s accounts
- Partner with Sales on renewal strategy, forecasting and expansion opportunities
- Use account data and customer feedback to address risks early
- Guide teams in identifying high-impact use cases across practice groups
- Define success measures and help lawyers embed Harvey into their work
- Connect implementation and adoption to improvements in efficiency, work quality and client service
- Engage senior firm stakeholders, including Partners and knowledge and innovation leaders
- Review progress, align priorities and address concerns
- Lead urgent customer escalations and coordinate Harvey’s response
- Coordinate Sales, Legal Engineering, Product, Engineering and Security around account plans
- Clarify ownership, coordinate resources and resolve competing priorities
- Bring customer evidence to Product and go-to-market leadership
- Identify adoption barriers, surface unmet needs and help prioritize product improvements
- Report to the Head of Customer Success, Majors
Requirements
What you’ll need- 10+ years of experience in customer success, account management, consulting or professional services
- At least 4 years directly managing CSMs or account teams serving large enterprises
- Track record of delivering retention and expansion outcomes across complex enterprise accounts
- Experience leading renewal and growth strategies in partnership with Sales
- Experience building strong teams through coaching, clear expectations and thoughtful performance management
- Ability to earn trust with senior stakeholders, lead difficult customer conversations and influence decisions across functions without direct authority
- Strong analytical judgment, including interpreting adoption data, assessing account risk and connecting customer outcomes to commercial decisions
- Experience helping organizations adopt new technology and change established ways of working
- Understanding of AI’s opportunities and limitations
- Experience serving law firms and navigating their partnership structures, practice-group needs and technology adoption strongly preferred
- Currently based in San Francisco or willing to relocate, and able to work from the office 3 days per week
- Legally authorized to work in the United States
- Ability to work without requiring employment visa sponsorship
Benefits
Comp & perks- Equity plan
- Comprehensive health, dental and vision coverage
- Retirement benefits with 401(k) match up to 4%
- Flexible PTO
- Professional and personal growth opportunities