Customer Success Manager, Enterprise, EMEA
Owns value realization for enterprise customers by integrating an AI platform into legal and professional-services workflows, driving adoption, renewals, and expansion. The role requires 3–4+ years in customer-facing technology or SaaS roles and strong executive, project-management, and stakeholder-influence skills.
About the job
Responsibilities
- Integrate Harvey into customer workflows and guide administrators using data-backed best practices.
- Train and enable end users, positioning Harvey as essential to strategic legal work.
- Serve as the primary customer contact, navigate complex organizations, foster champions, engage executive buyers, and build customer advocates.
- Align with customers on adoption rates, measurable value, positive AI experiences, and return on investment.
- Partner with Account Executives on renewal readiness and expansion opportunities.
- Represent customer needs internally and relay insights to Product and Engineering.
Requirements
- 3–4+ years in customer-owning roles at technology or SaaS platforms.
- Ability to adapt to rapid change and growth.
- Strategic planning and revenue-based prioritization skills.
- Experience managing customer-facing projects and timelines.
- Experience running in-person meetings with executives.
- Ability to map organizations and influence stakeholders.
- Experience driving key customer metrics and outcomes.
- Experience owning revenue, expansion, and renewal targets.
- Strong point of view and proactive self-management.
- Ability to work cross-functionally with Product and Sales teams.
Skills
SaaS, Customer Onboarding, Customer Training, Strategic Planning, Revenue Prioritization, Project Management, Executive Communication, Stakeholder Management, Customer Adoption, Product Feedback
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