Customer Success Leader, Southern Europe & DACH

Harvey
Paris
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Empathy","Influence","Communication","Adaptability"]

Lead and scale the enterprise customer success function across Southern Europe & DACH, ensuring customers achieve desired outcomes. Craft and execute a strategic vision with scalable process rigor, playbooks, and renewal/expansion initiatives. Coach and develop a high-performing team, deepen executive relationships, reduce churn with early warning systems, and drive a customer feedback flywheel. Partner cross-functionally with GTM, Product, and Engineering to deliver an exceptional end-to-end customer experience.

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Harvey
Harvey
2 days ago

Customer Success Leader, Southern Europe & DACH

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Job Summary

Lead and scale the enterprise customer success function across Southern Europe & DACH, ensuring customers achieve desired outcomes. Craft and execute a strategic vision with scalable process rigor, playbooks, and renewal/expansion initiatives. Coach and develop a high-performing team, deepen executive relationships, reduce churn with early warning systems, and drive a customer feedback flywheel. Partner cross-functionally with GTM, Product, and Engineering to deliver an exceptional end-to-end customer experience.
Location: Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead a customer success team, modeling accountability, execution, growth, and relentless improvement.
  • •Develop scalable strategies and playbooks across implementation, adoption, value realization, retention, and expansion.
  • •Mentor and coach team members to become strategic partners that influence and advise decision makers.
  • •Deepen client engagements through proactive, strategic interactions to drive advocacy, organic growth, and referrals.
  • •Own retention by introducing churn-reduction processes and early warning systems, and collaborate cross-functionally to deliver customer experience and product feedback.

Key Requirements

  • •Proven leadership experience leading high-performing enterprise customer success teams in late-stage or post-IPO SaaS environments.
  • •Experience designing and executing strategic customer success plans that drive adoption, churn reduction, and expansion.
  • •Demonstrated ability to develop talent through hiring, coaching, and influencing decision-makers.
  • •Strong outcome ownership with KPI reporting and ability to manage complex customer scenarios.
  • •Superior communication skills to engage and influence at all organizational levels internally and externally.
Experience:Enterprise SaaSPost-IPOLate-stage startupsTechnologyAgentic AI
Skills:LeadershipEmpathyInfluenceCommunicationAdaptability
Tech Stack:AIEnterprise platform

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