# Enterprise Customer Success Manager - EMEA

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** London, United Kingdom
**Role:** Customer Success
**Experience:** 3+ years
**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
**Posted:** 2026-01-14

> 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.

## Job Description

## 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.

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