Head of Customer Success, Mid-Market - Americas

📋 Description

• Define and execute the enterprise CS strategy for the Americas.
• Build and manage a high-performing Mid-Market CS team.
• Own retention, adoption, and renewal targets for the Americas MM book.
• Build scalable CS processes: onboarding, QBR cadences, health scoring, renewal playbooks.
• Partner with Product, Engineering, Sales, and Marketing for feedback shaping roadmap.
• Engage with C-suite stakeholders at Harvey's large Mid-Market accounts.

🎯 Requirements

• 10+ years in customer success, account management, or strategic consulting.
• 5+ years leading and scaling CS teams in enterprise SaaS.
• Proven track record of owning and exceeding NRR, adoption, and expansion targets.
• Leading teams of 10+ across MM/SMB/ENT and US/Canada/LATAM.
• Strong executive presence with C-suite stakeholders.
• Experience with AI/LLM tech and evangelizing to risk-averse audiences.

🎁 Benefits

• Equity and strong growth opportunities.
• Ownership of a strategic, high-impact role.
• Collaborative, fast-paced culture with ownership and impact.