Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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 1000+ customers in 60+ 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
As our first dedicated Customer Success Leader in Sydney, you will own the success of Harvey's APAC customer base — managing a team of Enterprise and Mid-Market CSMs, driving adoption and retention across our regional book of business, and setting the standard for what great customer success looks like in this market. You will report directly to the VP of Customer Success and work closely with our APAC Sales leadership to grow Harvey's footprint with the law firms and in-house legal teams that depend on our platform. This is an early and high-leverage role, with meaningful opportunity to grow with the region as our APAC team scales.
What You'll Do
- Team Leadership and Development: Directly manage and develop a team of Enterprise and Mid-Market CSMs in Sydney. Set clear expectations, run structured operating cadences, and invest in growing your people — this is Harvey's first dedicated CS manager in the region and the standard you set will define how the team scales.
- Customer Outcomes and Retention: Own NRR, adoption, and renewal targets across Harvey's APAC book of business. Partner with Sales to drive expansion and ensure customers are realizing measurable, demonstrable value from the platform.
- Regional Playbook Development: Build and refine the processes that enable the team to manage a growing portfolio — success plans, QBR/EBR frameworks, health scoring, escalation workflows, and renewal playbooks adapted for the APAC market and its enterprise legal buyers.
- Cross-Functional Partnership: Serve as the voice of APAC customers to Product, Engineering, Sales, and Harvey's global CS leadership. Translate regional feedback and usage patterns into actionable insights that shape the product roadmap and go-to-market approach.
- Office and Culture Building: As one of Harvey's earliest CS leaders on the ground in Sydney, you will help define what great looks like locally — hiring standards, team culture, onboarding quality, and the operating model for a region with significant growth ahead.
What You Have
- 5-7+ years in customer success or account management within enterprise SaaS, with at least 3 years directly managing a team of CSMs.
- Proven track record owning and improving NRR, adoption, and expansion metrics across a portfolio of enterprise accounts.
- Strong coaching instincts — you develop early-career and experienced CSMs with equal intentionality and hold a high bar for performance.
- Executive presence and comfort engaging senior legal stakeholders (General Counsels, Managing Partners, Chief Knowledge Officers) in substantive conversations about value and strategy.
- Experience in legal technology, professional services, or selling into law firms and corporate legal departments is strongly preferred.
- Familiarity with AI or emerging technology and the ability to navigate adoption friction in risk-averse, compliance-driven organizations.
- A builder's mindset — you create structure where none exists, thrive in ambiguity, and are motivated by the opportunity to build something from the ground up in a new market.
Additional Information
- Location: Sydney, NSW (Hybrid with flexibility)
- Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role
What We Offer
- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
- Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
- Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
- Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
- Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
- Professional Development: Annual support for courses, certifications, conferences, and books.
- Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
- Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
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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 accommodations@harvey.ai