Customer Success Manager, Mid Market, EMEA
Remote • London • FullTime
Posted 5mo 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 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, operating with intensity and pushing for excellence. As a Mid Market Customer Success Manager, 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, identifying use cases and transforming the practice of law.
Responsibilities
- Integrate Harvey into customer workflows, guide administrators with best practices, and ensure optimal use of AI solutions.
- Champion the power of Harvey to end users, positioning it as essential to strategic legal work.
- Act 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 drive expansions based on customer needs.
- Represent customer needs internally and relay insights back to Product and Engineering teams.
- Travel to customer and company offices as required.
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.
- Skill in managing a high volume of customer-facing projects and timelines.
- Experience running in-person meetings with executives.
- Ability to map an organization and influence stakeholders.
- Proven track record of driving key customer metrics and outcomes.
- Experience owning a revenue, expansion, and renewal target.
- Demonstrated strong point of view and proactive self-management.
- Experience working cross-functionally with Product and Sales teams.