Enterprise Customer Success Manager - EMEA
Remote • London • FullTime
Posted 6mo ago
Job Location
London
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
As an Enterprise Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You’ll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will not only help customers to identify use cases for Harvey, but also help transform the practice of law. You’ll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey’s strategic partnerships.
Responsibilities
- Integrate Harvey into customer workflows, guide administrators with data-backed best practices, and ensure optimal use of AI solutions.
- Champion the power of Harvey to end users and position it as essential to strategic legal work.
- Serve as the primary contact in complex organizations, foster champions, engage executive buyers, and build loyal advocates.
- Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
- Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
- Represent customer needs internally and relay insights back to Product and Engineering teams to continuously improve the Harvey platform.
Requirements
- 3-4+ years in customer-owning roles at tech or SaaS platforms.
- Ability to adapt seamlessly in the face of high-speed change and growth.
- Experience with strategic planning and revenue-based prioritization.
- Proven ability to manage customer-facing projects and timelines.
- Experience running in-person meetings with executives.
- Skill in mapping an organization and influencing stakeholders.
- Demonstrated success in driving key customer metrics and outcomes.
- Experience owning a revenue, expansion, and renewal target.
- Strong point of view and proactive self-management skills.
- Experience working cross-functionally with Product and Sales teams.