Head of Customer Learning

Overview

Head of Customer Learning will scale and evolve Harvey’s Customer Education function—Academy, certification, and content library—into a strategic, revenue-relevant program.

What you'll do

• Define and own the Customer Education multi-quarter roadmap and represent it in executive updates.
• Lead and grow the existing Customer Education team, including org structure and hiring plan.
• Own education content lifecycle, governance, discoverability, and quality standards.
• Own and expand the certification program and Academy as new products and workflows launch.
• Design and run a digital-first onboarding and adoption strategy across multiple channels.
• Develop external-facing thought leadership for how the legal industry works with AI.
• Set north-star metrics and partner with Product and Data to instrument outcomes.

What you'll need

• 10+ years of experience in customer education, learning/academy, content strategy, or digital-led customer engagement.
• Comfort operating at both roadmap/executive alignment level and hands-on content and program execution.
• Experience partnering with Product, Product Operations, and GTM/Sales leadership to turn priorities into a roadmap.
• Digital-first approach to onboarding and adoption using funnels, touchpoints, and journeys.
• Strong judgment for portfolio governance, lifecycle management, and quality standards.
• Data-driven mindset—comfortable owning dashboards and using leading indicators for revenue.
• Proven people leadership, including hiring and managing contractor/agency relationships.

Nice to have

• Experience in legal, professional services, financial services, or similar industries where customers are newer to AI-native software.
• Familiarity with LMS platforms and authoring or in-product engagement tools.