Customer Success Manager, Mid Market, EMEA
Owns value realization, adoption, renewals, and expansion for mid-market customers integrating AI into legal and professional-services workflows. The role requires 3–4+ years in customer-owning SaaS roles, strategic planning, executive engagement, and strong stakeholder management.
About the job
Responsibilities
- Own customer value realization and guide customers through integrating AI into legal and professional workflows.
- Identify customer use cases and embed Harvey into business processes and workflows.
- Onboard customers, guide administrators with data-backed best practices, and support optimal use of AI solutions.
- Train and enable end users, positioning Harvey as essential to strategic legal work.
- Serve as the primary customer contact, foster champions, engage executive buyers, and build customer advocates.
- Align with customers on adoption rates, measurable value, positive AI experiences, and ROI.
- Partner with Account Executives on renewals and expansions.
- Represent customer needs internally and relay insights to Product and Engineering.
- Travel occasionally to customer and company offices.
Requirements
- 3–4+ years in customer-owning roles at technology or SaaS platforms.
- Ability to adapt to high-speed change and growth.
- Strategic planning and revenue-based prioritization skills.
- Experience managing a high volume of 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, Stakeholder Management, Executive Presentations, Customer Metrics, Renewals, Account Expansion, Product Feedback, Cross-Functional Collaboration
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