Head of Customer Success

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. We have 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 Customer Education sits within Product and owns the front door through which every Harvey customer comes to understand the product. The team already runs a strong certification program and a content library our customers trust, and partners constantly with Product, Product Operations, Sales, Legal Engineering and Customer Success to keep it that way. We're hiring a Head of Customer Learning to take ownership of an evolving Customer Education team and elevate the function into a strategic, revenue-relevant part of the business. The foundation is strong: an Academy, certification program and content library our customers already trust. This role is about scaling that foundation, setting a multi-quarter roadmap, and owning exec-level updates for Customer Education. You’ll partner closely with Product, Customer Experience, Product Operations, and GTM leadership to align the roadmap to the business, build out a digital-first strategy for onboarding and adoption, and develop the longer-term vision for how Harvey teaches an entire industry to work with AI - positioning Harvey as the definitive authority on Legal AI education along the way. What You’ll Do Roadmap and executive alignment - partner with Product, Product Operations, and GTM leadership to define and own the Customer Education roadmap, and represent the function in executive-level updates and decisions. Team leadership and scale - lead and grow the existing Customer Education team, including its current lead, as Harvey's customer base and product surface area expand - building the org structure, hiring plan, and contractor/agency or in-house train-the-trainer model to match. Content strategy and portfolio health - own the lifecycle, governance, discoverability, and quality bar of Harvey's education content as the portfolio scales, so Sales, CS, and Support can always find and trust the right resource. Certification and learning programs - own and evolve Harvey's existing certification program and Academy, expanding curriculum depth and coverage as new products and workflows launch. Digital adoption strategy - design and run the multi-channel, digital-first strategy that drives onboarding and adoption - in-product guidance, digital nurture and engagement sequences, webinars, video, and community - treating activation and expansion as a funnel to measure and improve. Legal AI thought leadership - develop the vision and content strategy for how Harvey teaches the legal industry to work with AI, and position Harvey as the definitive authority on Legal AI education through external-facing content, programs, and points of view. Metrics and systems - own north-star metrics for the function - time-to-value, activation/adoption depth, certification and adoption velocity, ticket deflection, and education's contribution to NRR - and partner with Product and Data to instrument what's working. What You Have 10+ years of experience in customer education, learning/academy functions, content strategy, or digital-led customer engagement, including real experience scaling a function beyond its initial build into a strategic, revenue-relevant program. Comfortable operating at both altitudes: setting a multi-quarter roadmap and owning exec-level updates, while staying close enough to the work to raise the bar on content, certification, and digital programs. Experience partnering with Product, Product Operations, and GTM/Sales leadership to align a customer-facing function to business priorities and turn that into a roadmap. A digital-first instinct for adoption and onboarding - thinks in funnels, touchpoints, and journeys across in-product guidance, digital communications, and content. Strong content and program operations judgment: portfolio governance, lifecycle management, and quality standards. A point of view on building thought leadership and market authority through education and content - ideally developed in a specialized, regulated, or traditionally low-software-adoption industry. Data-driven - comfortable owning dashboards and making the case that education and adoption are leading indicators of revenue. Proven people leadership: has hired, developed, and led teams (including other leads or managers) and has managed external contractor or agency relationships. Excellent written and verbal communication, with real experience presenting to and influencing senior executives. Nice to Have Experience in legal, professional services, financial services, or another industry where customers are newer to AI-native software. Familiarity with LMS platforms, authoring tools, and in-product engagement tools. Experience building executive point-of-view content or category-defining thought leadership programs. Experience using AI tools to scale content production or personalize learning paths. Compensation $184,000- $276,000 USD Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here. #LI-DZ1 Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing View email address on click.appcast.io #J-18808-Ljbffr