Customer Success Manager, Enterprise, EMEA

The role

You will guide large customers through their journey with Harvey to ensure they adopt and derive maximum value from the technology. You will act as a trusted advisor, integrate Harvey into business processes, and shape the product roadmap.

What you will do

• Serve as the primary contact for customers with a prescriptive and consultative approach
• Lead the integration of Harvey into daily workflows
• Manage overall account health by monitoring key indicators
• Address risks early and drive initiatives for customer success and retention
• Evangelize the power of Harvey to end users
• Collaborate with Legal Product Specialists to enable end user adoption
• Direct stakeholder engagement and facilitate executive engagement
• Relay customer insights to internal teams
• Collaborate with Product to aid in continuous improvement

Required qualifications

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house or in-house) or top tier management consulting firms
• History and comfort conducting change management and wide-scale adoption for large technology projects
• Excellent communication and strategic planning skills
• Capability of influencing stakeholders at every level, including at the executive level
• Results driven mindset
• Ability to ruthlessly prioritize competing tasks and demanding customers seamlessly
• Strong commitment to be collaborative and proactive with a team-first mentality

Benefits

• Chance to be at the forefront of AI technology and innovation
• Opportunity to contribute to the growth and direction of the Customer Success program
• Collaborative work environment that promotes growth, learning, and development

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.