Customer Success Manager, Majors, EMEA
Remote • London • FullTime
Posted 3mo ago
Job Location
London
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 role is a chance to help build a generational company at an inflection point, scaling fast and defining a new category. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence. As a Majors Customer Success Manager, you will guide our largest customers through their journey with Harvey, ensuring they derive maximum value from our technology. You will act as a trusted advisor, integrating Harvey into their business processes, providing expert industry advice, and shaping the product roadmap.
Responsibilities
- Serve as the primary contact for customers with a prescriptive and consultative approach, delivering a superior customer experience.
- Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of AI solutions.
- Proactively manage overall account health by monitoring key indicators, addressing risks, and driving initiatives for customer success and retention.
- Evangelize the power of Harvey to end users and collaborate with Legal Product Specialists to enable daily adoption.
- Direct stakeholder engagement and facilitate executive engagement to transform customers into Harvey champions.
- Relay customer insights to internal teams and collaborate with Product for continuous improvement of products and services.
Requirements
- Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house), or top-tier management consulting firms.
- Experience conducting change management and wide-scale adoption for large technology projects.
- Excellent communication and strategic planning skills.
- Capability of influencing stakeholders at every level, including executives.
- Results-driven mindset with the ability to prioritize competing tasks and demanding customers.
- Strong commitment to being collaborative and proactive with a team-first mentality.
Benefits
- A chance to be at the forefront of AI technology and innovation.
- An opportunity to contribute to the growth and direction of the Customer Success program.
- A collaborative work environment that promotes growth, learning, and development.