Enterprise Customer Success Manager - EMEA
Own value realization for enterprise customers by integrating AI into legal and professional-services workflows, driving adoption, and building executive relationships. The role partners with Sales, Product, and Engineering on renewals, expansions, and customer outcomes.
About the job
Responsibilities
- Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, and ensure optimal use of AI solutions.
- Training & Enablement: Meet with end users to champion Harvey and position it as essential to strategic legal work.
- Relationship Management: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal advocates.
- Success Metrics: Align with customers on adoption rates, measurable value, positive AI experiences, customer value realization, and ROI.
- Expansion & Renewal: Collaborate with Account Executives to maintain renewal readiness and use customer needs to drive expansion.
- Product Feedback: Represent customer needs internally and relay insights to Product and Engineering.
Requirements
- 3–4+ years in customer-owning roles at technology or SaaS companies.
- Ability to adapt seamlessly in a fast-changing, high-growth environment.
- 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, Strategic Planning, Revenue Prioritization, Project Management, Executive Communication, Stakeholder Management, Customer Adoption, Renewal Management, Expansion Strategy, Product Feedback, Cross-Functional Collaboration
Similar jobs
Customer Success jobs
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.
Mixpanel
London, United Kingdom
Own value realization, adoption, and AI maturity for high-value B2B SaaS customers. The role requires customer success or consulting experience, executive relationship management, strategic planning, ROI communication, and hands-on familiarity with AI-native tooling.
Pigment
London, United KingdomManages Corporate and Enterprise SaaS accounts, driving adoption, renewals, expansion, and measurable business value. The role combines commercial ownership, customer implementation oversight, executive stakeholder engagement, and bilingual French-English communication.
Harvey
New York, NYOwn 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.
Dandy
Remote
Launch Trainer leads virtual and on-site onboarding for dental practices, teaches intraoral scanning and digital workflows, and provides post-launch coaching to drive adoption and successful ordering. The role requires clinical technology training experience, strong facilitation, customer communication, and organization.