harvey - Mid Market Customer Success Manager, EMEA
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Requirements
• 3-4+ years in customer-owning roles at tech or SaaS platforms • Adapting seamlessly in the face of high-speed change and growth • Strategic planning, revenue-based prioritization • Managing a high volume of customer-facing projects and timelines • Running in-person meetings w/ executives • Mapping an organization and influencing stakeholders • Driving key customer metrics and outcomes • Owning a revenue, expansion, and renewal target • Demonstrating a strong point of view and proactive self-management • Working cross-functionally with Product and Sales teams • PLEASE FIND OUR UK APPLICANT PRIVACY NOTICE HERE https://harveyai.notion.site/Harvey-Applicant-Privacy-Notice-11aac3fcdd7a805a88adea89fa8afbaa.
Responsibilities
• Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions. • Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work. • Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates. • Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI. • Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions. • Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform • Travel may be required from time to time, including visits to customer office locations and company offices.
Benefits
• At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
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