Head of Customer Success, Mid-Market - Americas

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‑Functional Partnership: Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing. Translate customer feedback into actionable insights that shape the product roadmap and go‑to‑market strategy. Executive Engagement: Personally engage with C‑suite stakeholders at Harvey's larger Mid‑Market accounts — General Counsels, Chief Knowledge Officers, Managing Partners — to build lasting executive relationships and drive strategic alignment. What You Have 10+ years of experience in customer success, account management, or strategic consulting, with at least 5 years managing and scaling CS teams in an enterprise SaaS environment. 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 (MM, SMB, ENT) and geographies (US, Canada, LATAM). Strong executive presence and the ability to engage confidently with C‑suite legal and business stakeholders. Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred. Familiarity with AI/LLM technology and comfort evangelizing emerging technology to skeptical, risk‑averse audiences. Analytical rigor — you lead with data, build dashboards, and use metrics (adoption rates, health scores, utilization, ARR growth) to drive decisions. Results‑driven with the ability to ruthlessly prioritize competing demands across a large, complex book of business. A builder's mentality — you thrive in fast‑paced, ambiguous environments and are energized by creating structure where none exists. Compensation

$264,800 - $300,000 USD OTE 80/20

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