harvey - Customer Success Manager, Mid-Market, EMEA

Madrid1mo ago

In Office Mid EMEA Software Customer Success Manager Customer Success Mid-Market Customer Onboarding Account Management Close Notion

Requirements

• 3–4+ years in customer-owning roles at tech or SaaS platforms, including direct ownership of renewals, retention, or a commercial/account-management target. • A track record of owning and delivering against a revenue, retention, or net-revenue-retention number. • Experience running the renewal motion end to end — forecasting, building renewal plans, and leading commercial negotiations. • Commercial and negotiation acumen: comfort discussing pricing, structuring terms, and handling objections through to close. • Account management and portfolio planning across a book of business, including segmentation and revenue-based prioritization. • Identifying at-risk accounts and executing churn-mitigation strategies. • Quantifying and communicating ROI and measurable business value to customers. • Mapping an organization and influencing stakeholders, including economic buyers and executive sponsors. • Working cross-functionally with Sales, Deal Desk, Legal/Finance, and Product teams. • Adapting seamlessly in the face of high-speed change and growth. • Demonstrating a strong point of view and proactive self-management. • DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].

Responsibilities

• Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, and 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 organisations as the primary contact, foster champions, engage and maintain relationships with executive and economic buyers, and build loyal Harvey advocates. • Renewal Ownership: Own the full renewal lifecycle for your portfolio — building renewal timelines, forecasting accurately, leading commercial conversations, negotiating terms, and closing renewals on or ahead of schedule. • Commercial Accountability: Carry and deliver against a retention / net-revenue-retention target, manage your book of business as a revenue portfolio, and prioritise accordingly. • Risk & Churn Management: Monitor account health, identify at-risk accounts early, and execute structured mitigation plans to protect renewals. • Value Realisation: Align with customers on adoption rates and measurable outcomes, and quantify ROI in business terms that support renewal and expansion decisions. • Expansion: Identify and drive expansion opportunities within your accounts, partnering with Account Executives where appropriate. • Cross-Functional Orchestration: Coordinate Sales, Deal Desk, Legal, and Finance to move renewals and expansions to close. • Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform.

Benefits

• At Harvey, we’re transforming how legal and professional services operate. 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.