Scaled Customer Success Manager, EMEA

Harvey
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Strategic planning","Collaboration","Proactive mindset","Team-first mentality"]

Own renewals, expansion, and retention for a high-volume EMEA portfolio, driving net revenue retention and gross retention targets through proactive, scaled customer engagement. Lead QBRs, value reviews, and enablement to maximize product adoption and demonstrate ROI while monitoring customer health and intervening early on churn signals. Partner with Sales, Legal Engineering, and Product to relay insights, influence the roadmap, and grow revenue using a consultative, data-driven approach.

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Harvey
Harvey
3 days ago

Scaled Customer Success Manager, EMEA

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Last checked: 19 hours agoStatus: Live

Job Summary

Own renewals, expansion, and retention for a high-volume EMEA portfolio, driving net revenue retention and gross retention targets through proactive, scaled customer engagement. Lead QBRs, value reviews, and enablement to maximize product adoption and demonstrate ROI while monitoring customer health and intervening early on churn signals. Partner with Sales, Legal Engineering, and Product to relay insights, influence the roadmap, and grow revenue using a consultative, data-driven approach.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own renewals and expansions across a named portfolio, driving net revenue retention and gross retention targets through proactive engagement.
  • •Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions, to maximize adoption and ROI.
  • •Monitor customer health using data and analytics, identify churn signals early, and execute intervention plans.
  • •Serve as a trusted, prescriptive advisor to integrate Harvey into customer workflows and champion LLM value.
  • •Collaborate with Legal Engineering, Product, and Sales to relay insights, influence roadmap, and align on shared goals.

Key Requirements

  • •3+ years in Customer Success, account management, or a renewals-focused role within Enterprise SaaS, legal tech, or management consulting.
  • •Experience managing a high-volume book of business and meeting or exceeding retention and expansion targets.
  • •Commercial acumen owning renewals conversations and identifying upsell/expansion opportunities.
  • •Strong communication and strategic planning skills, including delivering polished QBRs and value reviews.
  • •Data-driven mindset using customer health metrics, adoption data, and CS platforms to inform strategy.
Experience:Enterprise SaaSLegal technology
Skills:CommunicationStrategic planningCollaborationProactive mindsetTeam-first mentality
Tech Stack:LLMs

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