Customer Success Leader, Southern Europe & DACH
Remote • Paris • FullTime
Posted 18d ago
Job Location
Paris
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a rare chance to help build a generational company at a true inflection point, with strong product-market fit and world-class investor support. The team moves fast, takes ownership, and is deeply committed to the mission. As the Enterprise Customer Success Leader, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn. Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement.
Responsibilities
- Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
- Develop and implement strategic improvements to drive scalable strategies and playbooks for customer journey stages including implementation, adoption, value realization, retention, and expansion.
- Inspire and mentor the team to become strategic partners by influencing decision-makers and fostering customer advocacy.
- Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders to drive advocacy, organic growth, and referrals.
- Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure multi-threading within customer accounts.
- Collaborate with leaders across GTM, Product, and Engineering teams to deliver the voice-of-customer and drive customer-centricity.
- Develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.
Requirements
- Proven background in leading high-performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with emphasis on 'Strategic', 'Large Enterprise / Enterprise', and/or top-tier / lighthouse accounts with multi-million dollar spend.
- Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
- Leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
- Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and navigating complex customer scenarios.
- Superior communication skills, capable of effectively engaging and influencing at all organizational levels, internally and externally.
- Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
- Genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.