Scaled Customer Success Manager, EMEA
Own retention, renewals, and expansion for a high-volume EMEA customer portfolio through scaled engagement, data-driven health management, and consultative customer success. Requires 3+ years in customer success, account management, or renewals within enterprise SaaS, legal technology, or consulting.
About the job
Responsibilities
- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets.
- Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions, to maximize product adoption and demonstrate ROI.
- Monitor customer health using data and analytics, identify churn signals, and execute intervention plans to protect and grow revenue.
- Serve as a trusted advisor using a prescriptive, consultative approach; integrate Harvey into customer workflows and champion LLM capabilities.
- Collaborate with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
- Build and refine scalable playbooks and processes for customer engagement, renewals, and expansion.
Requirements
- 3+ years of experience in Customer Success, Account Management, or renewals-focused roles within Enterprise SaaS, legal technology, or management consulting.
- Track record of managing a high-volume book of business and meeting or exceeding retention and expansion targets.
- Strong commercial acumen, including experience owning renewal conversations and identifying upsell or expansion opportunities.
- Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
- Data-driven mindset with experience using customer health metrics, adoption data, and customer success platforms.
- Collaborative, proactive, team-oriented approach and comfort working in a fast-paced, ambiguous environment.
Skills
Enterprise Saas, Customer Success, Account Management, Renewals, Net Revenue Retention, QBRs, Customer Health Metrics, Adoption Analytics, Customer Success Platforms, LLMs
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