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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, engage senior stakeholders, and drive technology adoption within law firms.
Highest-signal resume keywords
Customer Success ManagementRetention StrategiesTeam LeadershipStakeholder EngagementTechnology Adoption
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 ManagementAnalytical JudgmentRenewal StrategyGrowth StrategyData InterpretationRisk AssessmentSuccess PlanningBusiness ReviewsAdoption Metrics
Soft Skills
CoachingInfluencing DecisionsBuilding TrustCommunicationProblem Solving
Industry Keywords
Law FirmEnterprise AccountsStakeholder RelationshipsPractice GroupsAI OpportunitiesCustomer OutcomesConsultingProfessional ServicesTechnology AdoptionPartnership Structures
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
- Identify high-impact use cases across practice groups and define success measures
- Help lawyers embed Harvey into their work and connect adoption to efficiency, work quality and client service
- Engage senior firm stakeholders, including Partners and knowledge and innovation leaders
- Handle urgent customer issues and coordinate Harvey’s response
- Align Sales, Legal Engineering, Product, Engineering and Security around account plans
- Surface adoption barriers and unmet needs to influence product direction and prioritize improvements
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
Benefits
Comp & perks- Equity plan
- Comprehensive health coverage
- Dental coverage
- Vision coverage
- Retirement benefits with 401(k) match up to 4%
- Flexible PTO