Customer Success Manager, Mid Market, EMEA

Harvey
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Relationship-building","Strategic-thinking","Problem-solving","Cross-functional collaboration"]

A Customer Success professional driving value realization for mid-market customers in tech/SaaS, owning onboarding, enablement, and relationship management across high-growth enterprises. You’ll coordinate with Account Executives on renewals and expansions, collect product feedback, and travel to customer sites as needed, while focusing on measurable adoption, ROI, and cross-functional collaboration to shape Harvey’s platform in the legal sector.

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Harvey
Harvey
6 months ago

Customer Success Manager, Mid Market, EMEA

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Last checked: 20 hours agoStatus: Live

Job Summary

A Customer Success professional driving value realization for mid-market customers in tech/SaaS, owning onboarding, enablement, and relationship management across high-growth enterprises. You’ll coordinate with Account Executives on renewals and expansions, collect product feedback, and travel to customer sites as needed, while focusing on measurable adoption, ROI, and cross-functional collaboration to shape Harvey’s platform in the legal sector.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Onboarding customers by integrating Harvey into their workflows, guiding administrators with data-backed best practices, and ensuring optimal use of our AI solutions.
  • •Provide Training & Enablement by meeting with end users and positioning Harvey as essential to strategic legal work.
  • •Manage Relationships by navigating complex organizations as the primary contact, fostering champions, engaging executive buyers, and building Harvey advocates.
  • •Define Success Metrics by aligning with customers on adoption rates, measurable value, and positive AI experiences to ensure value realization and ROI.
  • •Support Expansion and Renewal by collaborating with Account Executives to maintain renewal readiness and drive expansions.
Travel: Low travel

Key Requirements

  • •3-4+ years in customer-owning roles at tech or SaaS platforms
  • •Adapting seamlessly in the face of high-speed change and growth
  • •Strategic planning, revenue-based prioritization
  • •Managing a high volume of customer-facing projects and timelines
  • •Running in-person meetings w/ executives
Experience:TechSaaSEnterprise software
Skills:CommunicationRelationship-buildingStrategic-thinkingProblem-solvingCross-functional collaboration
Languages:English

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor