About this role
Law firms and professional services organizations across the Asia-Pacific region need strategic guidance to successfully adopt and scale frontier agentic AI platforms. To address this need, the Customer Success team at Harvey is seeking an Enterprise Customer Success Manager based in Singapore to serve as the primary partner for high-value enterprise accounts. This person will own the entire post-sales lifecycle, managing onboarding, driving retention, and identifying expansion opportunities while collaborating closely with Sales, Product, and Legal Engineering teams.
Operating in a fast-paced environment, the individual in this role will translate complex customer requirements into measurable business outcomes and help shape the regional operations playbook. Ideal candidates bring significant experience managing complex enterprise accounts within SaaS or technology sectors and possess the executive presence to engage effectively with C-suite and senior legal leadership. Someone who thrives on autonomy, moves quickly with clear judgment, and stays deeply connected to customer needs will succeed here.
What you will do
- Manage strategic accounts across Singapore and the broader APAC region to drive product adoption, retention, and expansion.
- Oversee onboarding and implementation for new enterprise deployments by handling complex multi-stakeholder initiatives from initial scoping to go-live.
- Create and execute success plans using product usage data and customer health scores to reduce churn risk and spot growth opportunities.
- Act as a trusted advisor on AI capabilities by running training sessions, executive business reviews, and strategic workshops focused on legal workflows.
- Work alongside Sales, Product, and Legal Engineering to relay customer feedback, shape roadmap priorities, and align on account objectives.
- Build scalable playbooks and processes for the APAC customer success motion to support regional growth.
What you need
- Bring five or more years of experience in customer success, account management, or strategic consulting within enterprise SaaS or technology environments.
- Demonstrate a proven ability to manage complex enterprise accounts involving multiple stakeholders, including C-suite and senior legal leadership.
- Apply strong analytical skills using customer health data, product usage metrics, and business KPIs to guide engagement strategy.
- Display excellent communication abilities and executive presence to influence both technical and non-technical audiences.
- Reside in Singapore or be willing to relocate, with the capacity to travel across the APAC region as required.
Nice to have
- Experience 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?
This position is based in Singapore. Candidates must be based in or willing to relocate to Singapore, with the ability to travel within the APAC region as needed.
What does the post-sales lifecycle management entail?
The role owns the end-to-end post-sales experience for a portfolio of high-value enterprise accounts, running from onboarding through renewal and expansion. Responsibilities include leading implementation, building success plans, and conducting training sessions.
Which cross-functional teams will I work with?
The Enterprise CSM collaborates directly with Sales, Product, and Legal Engineering. These partnerships help translate customer needs into product value and influence Harvey's roadmap.