Customer Success Leader, Southern Europe & DACH

Harvey
Munich
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Empathetic leadership","Communication","Stakeholder management","Adaptability"]

Lead enterprise customer success for Southern Europe & DACH, crafting and executing a scalable vision to help customers achieve outcomes. You’ll drive renewal and expansion by building playbooks across implementation, adoption, value realization, retention, and growth while owning churn risk with early warning systems. Partner cross-functionally with GTM, Product, and Engineering to deliver an end-to-end customer experience, strengthen voice-of-customer feedback loops, and mentor a high-performing leadership team.

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Harvey
Harvey
2 days ago

Customer Success Leader, Southern Europe & DACH

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Job Summary

Lead enterprise customer success for Southern Europe & DACH, crafting and executing a scalable vision to help customers achieve outcomes. You’ll drive renewal and expansion by building playbooks across implementation, adoption, value realization, retention, and growth while owning churn risk with early warning systems. Partner cross-functionally with GTM, Product, and Engineering to deliver an end-to-end customer experience, strengthen voice-of-customer feedback loops, and mentor a high-performing leadership team.
Location: Munich
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead by example to drive a customer success team’s performance, building accountability, execution, and continuous improvement.
  • •Develop and implement scalable strategies and playbooks across the customer journey: implementation, adoption, value realization, retention, and expansion.
  • •Inspire and mentor the team to become strategic partners, advising decision makers and building customer advocacy.
  • •Deepen client engagements with proactive, strategic relationships that drive advocacy, organic growth, and referrals.
  • •Own retention by introducing churn-reduction processes and early warning systems, and collaborate with GTM, Product, and Engineering to enhance the customer experience and feedback flywheel.

Key Requirements

  • •Proven experience leading high-performing customer success teams in late-stage or post-IPO Enterprise SaaS environments, focused on strategic/lighthouse enterprise accounts with multi-million dollar spend.
  • •Expertise designing and executing customer success strategies to drive adoption, reduce churn, and promote expansion.
  • •Empathetic leadership with a track record of team development through hiring and coaching.
  • •Demonstrated ability to drive outcomes by owning strategic initiatives, delivering KPI reporting, and navigating complex customer scenarios.
  • •Superior communication skills to engage and influence stakeholders at all levels, internally and externally.
Experience:Enterprise SaaSPost-IPOB2BEnterprise accounts
Skills:LeadershipEmpathetic leadershipCommunicationStakeholder managementAdaptability

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