Customer Success Manager, Mid-Market, EMEA
Paris • FullTime
Posted 28d ago
Job Location
Paris
Remote Work Policy
On-site
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 role offers a unique opportunity to help build a generational company at a significant inflection point, scaling rapidly and defining a new category. The team operates with intensity, ownership, and a commitment to the mission, valuing decisiveness, simplicity, and continuous improvement. As a Mid-Market Customer Success Manager, you will be responsible for value realization and commercial renewals for your customer portfolio, guiding them in integrating AI into their daily workflows and acting as a trusted expert. You will be directly accountable for retaining and growing customer relationships, deeply integrating Harvey into their business processes, and building lasting relationships with users and economic buyers.
Responsibilities
- Integrate Harvey into customer workflows and guide administrators with best practices for optimal AI solution use.
- Champion Harvey's capabilities to end-users, positioning it as essential for strategic legal work.
- Serve as the primary contact within complex organizations, fostering champions and engaging with executive and economic buyers.
- Manage the entire renewal lifecycle, including building timelines, forecasting, leading commercial conversations, negotiating terms, and closing renewals.
- Achieve retention and net-revenue-retention targets by managing your book of business as a revenue portfolio.
- Monitor account health, identify at-risk accounts, and implement mitigation plans to protect renewals.
- Align with customers on adoption rates and measurable outcomes, quantifying ROI to support renewal and expansion.
- Identify and drive expansion opportunities within accounts, collaborating with Account Executives.
- Coordinate with Sales, Deal Desk, Legal, and Finance to facilitate renewals and expansions.
- Relay customer needs and insights to Product and Engineering teams to improve the Harvey platform.
Requirements
- 3-4+ years in customer-facing roles at tech or SaaS companies, with direct ownership of renewals, retention, or commercial/account management targets.
- Proven track record of owning and delivering against revenue, retention, or net-revenue-retention goals.
- Experience managing the end-to-end renewal process, including forecasting, planning, and commercial negotiations.
- Strong commercial and negotiation skills, including comfort with pricing discussions, structuring terms, and handling objections.
- Proficiency in account management and portfolio planning, including segmentation and revenue-based prioritization.
- Experience identifying at-risk accounts and executing churn-mitigation strategies.
- Ability to quantify and communicate ROI and business value to customers.
- Skill in mapping organizations and influencing stakeholders, including economic buyers and executive sponsors.
- Experience working cross-functionally with Sales, Deal Desk, Legal/Finance, and Product teams.
- Adaptability in a fast-paced, high-growth environment.
- Strong point of view and proactive self-management skills.