Customer Success Manager, ANZ - Major Accounts, Sydney

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 1500+ 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 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 The Majors Customer Success Manager joins Harvey's Customer Success team in Sydney to serve as the strategic partner for the company's largest APAC-based customers, including elite law firms, Fortune 500 companies, and premier asset managers. This role sits within Harvey's growing APAC presence and reports into the Majors Customer Success leadership team, whose mission is to ensure customers not only adopt Harvey's AI platform but derive transformative, measurable value from it. The Majors CSM in Sydney will own the end-to-end customer relationship for a portfolio of high-value accounts across the region, driving retention, expansion, and deep product integration. This is a rare opportunity to shape how some of the world's most sophisticated legal and enterprise organizations adopt AI at scale, while helping to build out Harvey's APAC customer success motion. WHAT YOU'LL DO • Serve as the primary strategic advisor to customers with a prescriptive and consultative approach, delivering a superior customer experience and building deep executive relationships. • Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of AI solutions across complex enterprise environments. • Proactively manage overall account health by monitoring key indicators, addressing risks early, and driving initiatives that support long-term customer success, retention, and expansion. • Evangelize the power of Harvey to end users and collaborate with Legal Product Specialists to enable daily adoption across diverse legal and business teams in the APAC region. • Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations. • Relay customer insights to internal teams and collaborate with Product to aid in the continuous improvement of Harvey's platform and services. WHAT YOU HAVE • Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house), or top-tier management consulting firms. • History and comfort conducting change management and wide-scale adoption for large technology projects in enterprise environments. • Excellent communication and strategic planning skills, with the capability to influence stakeholders at every level, including at the executive level. • Results-driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly. • A strong commitment to being collaborative and proactive with a team-first mentality. • Willingness to travel up to 25% of the time within the APAC region. 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. DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. #LI-GE1 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