harvey - Head of Customer Success, EMEA
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Requirements
• 8+ years of experience in Customer Success, Account Management, or related roles within SaaS, legal technology, or top-tier management consulting firms. • 5+ years of direct people management experience and 3+ years as second line manager, with a track record of building and scaling high-performing Customer Success teams. • Demonstrated success in driving customer retention and expansion in enterprise environments with complex stakeholder landscapes. • Excellent communication, executive presence, and strategic planning skills, with the ability to influence stakeholders at all levels including C-suite executives. • Results-driven mindset with the ability to ruthlessly prioritize competing tasks and manage demanding customers seamlessly. • Strong analytical skills with experience using data to drive strategy and decision-making. • A collaborative and proactive team-first mentality. • Familiarity with AI technologies, large language models, or related fields is advantageous.
Responsibilities
• Team Leadership: Build, lead, and develop a high-performing group of Customer Success teams across the EMEA region. Coach and mentor team members to achieve individual and team goals. • Strategic Customer Engagement: Own executive relationships with Harvey's largest and most strategic enterprise customers. Serve as the escalation point for critical customer issues and partner with customers on long-term success planning. • Retention & Expansion: Drive net revenue retention (NRR) and gross revenue retention (GRR) by ensuring customer adoption, satisfaction, and readiness for renewal and expansion opportunities. • Operational Excellence: Build and refine scalable Customer Success processes, playbooks, and best practices. Implement data-driven approaches to customer health monitoring, risk mitigation, and success planning. • Cross-Functional Collaboration: Partner closely with Sales, Product, and Marketing teams to ensure seamless customer experiences, inform product roadmap decisions, and drive customer advocacy. Work in close alignment with AMER & APAC Customer Success leadership to share best practices globally. • Metrics & Reporting: Define and track key success metrics including adoption rates, customer health scores, NPS, NRR, and GRR. Provide regular reporting and insights to senior leadership. • Customer Advocacy: Champion the voice of the customer internally, relaying insights to Product and Engineering teams to drive continuous improvement.
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. • A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive. • An opportunity to shape and lead the growth of a rapidly-evolving Customer Success program, building out best-in-class playbooks and processes. • A collaborative work environment that promotes growth, learning, and development. • PLEASE FIND OUR UK APPLICANT PRIVACY NOTICE HERE https://harveyai.notion.site/Harvey-Applicant-Privacy-Notice-11aac3fcdd7a805a88adea89fa8afbaa.
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