Customer Success Manager, Mid-Market, EMEA
Madrid • FullTime
Posted 28d ago
Job Location
Madrid
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 an inflection point, scaling fast and defining a new category. The team operates with intensity, ownership, and a commitment to continuous improvement, driven by values of Decisiveness, Simplicity, and Job's Not Finished. As a Mid-Market Customer Success Manager, you will own value realization and commercial renewals for your portfolio of customers, guiding them in integrating AI into their daily workflows and acting as a trusted expert. This is a commercially accountable role with direct responsibility for retaining and growing customer relationships.
Responsibilities
- Integrate Harvey into customer workflows and guide administrators with best practices.
- Ensure optimal use of AI solutions and champion Harvey's capabilities to end-users.
- Act as the primary contact, foster champions, and maintain relationships with executive and economic buyers.
- Own the full renewal lifecycle, including forecasting, commercial conversations, negotiation, and closing.
- Manage a book of business as a revenue portfolio and deliver against retention targets.
- Monitor account health, identify at-risk accounts, and execute mitigation plans.
- Align with customers on adoption rates, measurable outcomes, and quantify ROI.
- Identify and drive expansion opportunities within accounts.
- Coordinate with Sales, Deal Desk, Legal, and Finance for renewals and expansions.
- Represent customer needs internally and relay insights to Product and Engineering.
Requirements
- 3-4+ years in customer-owning roles at tech or SaaS platforms with direct ownership of renewals, retention, or commercial targets.
- Proven track record of owning and delivering against revenue, retention, or net-revenue-retention numbers.
- Experience managing the full renewal process, including forecasting, planning, and commercial negotiations.
- Commercial acumen and negotiation skills, including discussing pricing, structuring terms, and handling objections.
- Experience in account management and portfolio planning, including segmentation and revenue-based prioritization.
- Ability to identify at-risk accounts and execute churn-mitigation strategies.
- Skill in quantifying and communicating ROI and business value to customers.
- Experience mapping organizations and influencing stakeholders, including economic buyers and executive sponsors.
- Experience working cross-functionally with Sales, Deal Desk, Legal/Finance, and Product teams.
- Ability to adapt to high-speed change and growth, demonstrating proactive self-management.