Customer Success Manager, Mid-Market
Own customer adoption, value realization, renewals, retention, and expansion for a mid-market portfolio across EMEA. The role requires 3–4+ years in customer-owning SaaS roles, commercial negotiation experience, and a track record against revenue or retention targets.
About the job
Responsibilities
- Own value realization and commercial renewals for a portfolio of mid-market customers.
- Integrate Harvey into customer workflows and guide administrators on data-backed best practices.
- Train and enable end users, positioning Harvey as essential to strategic legal work.
- Serve as the primary customer contact, foster champions, and build relationships with executive and economic buyers.
- Own the full renewal lifecycle, including renewal planning, forecasting, commercial conversations, negotiations, and closing.
- Deliver against retention and net-revenue-retention targets.
- Manage the customer portfolio as a revenue portfolio and prioritize accounts accordingly.
- Monitor account health, identify risks early, and execute churn-mitigation plans.
- Align with customers on adoption and measurable outcomes, quantify ROI, and support renewal and expansion decisions.
- Identify and drive expansion opportunities with Account Executives.
- Coordinate Sales, Deal Desk, Legal, Finance, and Product teams to close renewals and expansions.
- Represent customer needs internally and relay insights to Product and Engineering.
Requirements
- 3–4+ years in customer-owning roles at technology or SaaS companies, including direct ownership of renewals, retention, or commercial/account-management targets.
- Track record of delivering against a revenue, retention, or net-revenue-retention target.
- Experience managing renewals end to end, including forecasting, renewal planning, and commercial negotiations.
- Commercial and negotiation acumen, including pricing discussions, term structuring, objection handling, and closing.
- Account management and portfolio planning across a book of business.
- Experience identifying at-risk accounts and executing churn-mitigation strategies.
- Ability to quantify and communicate ROI and measurable business value.
- Ability to map organizations and influence economic buyers and executive sponsors.
- Experience working cross-functionally with Sales, Deal Desk, Legal, Finance, and Product teams.
- Ability to adapt in a fast-changing, high-growth environment.
- Strong judgment, proactive self-management, and a clear point of view.
Skills
SaaS, Customer Success, Account Management, Renewal Management, Retention Management, Revenue Forecasting, Commercial Negotiation, Portfolio Planning, Churn Mitigation, ROI Analysis, Account Expansion, Stakeholder Management, Cross-Functional Collaboration, Artificial Intelligence
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