About this role
Enterprise clients across the Asia-Pacific region require dedicated strategic guidance to successfully adopt advanced legal AI platforms without friction or stalled deployments. Harvey addresses this challenge by bringing on an Enterprise Customer Success Manager in Bengaluru to drive deep product adoption, retention, and expansion across the India market.
The Customer Success team operates at the intersection of client relationship management and technical deployment, ensuring that major legal and professional services organizations realize measurable business outcomes from frontier agentic AI. Daily responsibilities include managing complex onboarding initiatives, analyzing usage data to mitigate churn risk, and partnering closely with internal teams like Sales, Product, and Legal Engineering to shape future roadmap priorities. Ideal candidates possess a strong background in enterprise SaaS account management, maintain exceptional executive presence when engaging with senior legal leadership, and thrive in a fast-paced environment focused on category-defining technology.
What you will do
- Manage strategic accounts for a portfolio of enterprise clients by driving adoption, retention, and expansion throughout India.
- Direct onboarding and implementation initiatives for new enterprise deployments while handling complex multi-stakeholder requirements from scoping to go-live.
- Formulate success plans using product usage data, customer health scores, and business objectives to minimize churn and uncover growth paths.
- Act as a trusted advisor on AI capabilities by running training sessions, executive business reviews, and specialized workshops for legal workflows.
- Partner cross-functionally with Sales, Product, and Legal Engineering teams to channel customer feedback and align on shared account goals.
- Build scalable playbooks and operational processes to support the broader regional customer success motion in the APAC market.
What you need
- Bring at least five years of professional experience working in customer success, account management, or strategic consulting within enterprise SaaS or technology sectors.
- Demonstrate a proven ability to handle complex enterprise accounts involving multiple stakeholders, including C-suite executives and senior legal leadership.
- Utilize strong analytical skills alongside customer health data, product usage metrics, and business KPIs to build proactive engagement strategies.
- Exhibit excellent communication skills and executive presence to effectively influence both technical and non-technical audiences.
- Reside in India and maintain the ability to travel across the country as needed for client engagements.
Nice to have
- Experience working with legal industry clients
- Background in professional services
- Familiarity with AI or LLM products
Skills and tech stack
Questions candidates ask
Where is this role located?
The Enterprise Customer Success Manager is based in Bengaluru, India, and requires the ability to travel across India.
What background is required for this position?
Candidates must have five or more years of experience in customer success, account management, or strategic consulting within enterprise SaaS or technology environments.
Is visa sponsorship available?
Applicants must be authorized to work in India because visa sponsorship is not available for this role.