About this role
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. With 2400+ customers in 70+ countries, 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 the Head of Customer Success, Mid-Market - Americas, you will own the strategy, execution, and outcomes of Harvey's mid-market customer success motion across the United States, Canada, and Latin America. You will lead a team of Mid-Market 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 builder's mindset: you will define the playbooks, scale the team, and set the standard for what world-class customer success looks like at Harvey across the Americas.
WHAT YOU'LL DO
- Strategic Leadership: Define and execute the enterprise CS strategy for the Americas, including account segmentation, team structure, success planning, and expansion motions that align to Harvey's revenue and retention goals.
- Team Building & Development: Recruit, coach, and develop a high-performing team of Mid-Market CSMs and CS Leaders. Foster a culture of accountability, empathy, and excellence. Set clear expectations, run effective operating cadences, and manage performance with rigor.
- Customer Outcomes & Retention: Own net revenue retention, adoption, and renewal targets for the Americas Mid-Market book of business. Partner with Sales leadership to drive expansion and ensure seamless post-sale handoffs.
- Operational Excellence: Build and refine scalable CS processes — onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks — that enable the team to manage a growing portfolio of Mid-Market accounts.
- Cross-Fu