Customer Success Manager, Majors, EMEA

Harvey
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Influencing","Stakeholder management","Collaboration"]

Lead strategic customer success for Harvey's largest clients in EMEA, guiding adoption of an AI-powered platform, serving as a trusted advisor to elite law firms, Fortune 500 companies and asset managers, and shaping product-roadmap through deep customer insights. Own account health, drive adoption, provide industry guidance, train users, and coordinate with product while traveling up to 25% in a fast-growing enterprise SaaS environment.

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Harvey
Harvey
3 months ago

Customer Success Manager, Majors, EMEA

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Job Summary

Lead strategic customer success for Harvey's largest clients in EMEA, guiding adoption of an AI-powered platform, serving as a trusted advisor to elite law firms, Fortune 500 companies and asset managers, and shaping product-roadmap through deep customer insights. Own account health, drive adoption, provide industry guidance, train users, and coordinate with product while traveling up to 25% in a fast-growing enterprise SaaS environment.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
  • •Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
  • •Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
  • •Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
  • •Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
Travel: Low travel

Key Requirements

  • •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, and a capability of influencing stakeholders at every level, including at the executive level.
  • •Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
  • •A strong commitment to be collaborative and proactive with a team-first mentality.
Experience:Enterprise softwareLegalManagement consultingEnterprise SaaSCustomer success
Skills:CommunicationStrategic planningInfluencingStakeholder managementCollaboration
Languages:English
Tech Stack:AIEnterprise SaaS

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