Customer Success Leader, Southern Europe & DACH

The role

You will lead a customer success team to ensure customers reach desired outcomes. You will develop scalable strategies and playbooks to drive adoption, retention, and expansion.

What you will do

• Lead a customer success team towards exceptional performance.
• Develop and implement strategic improvements and playbooks for the customer journey.
• Inspire and mentor the team to become strategic partners.
• Deepen client engagements through strategic interactions.
• Introduce processes and early warning systems to reduce churn.
• Work with GTM, Product, and Engineering teams to deliver voice-of-customer.
• Turn customer insights into product enhancements and service optimizations.

Required qualifications

• Proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations.
• Experience with Strategic, Large Enterprise / Enterprise, and/or top-tier / lighthouse accounts with multi-million dollar spend.
• Expertise in designing and executing customer success strategies to foster adoption, reduce churn, and promote expansion.
• Proven track record in team development through hiring, coaching, and fostering talent.
• Ability to drive results through owning strategic initiatives and KPI reporting.
• Superior communication skills to engage and influence all organizational levels.
• Capacity to excel in a rapidly expanding, dynamic setting.
• Passion for technology and innovation.

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.