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Customer Success Manager, Mid Market, EMEA

Harvey· Customer Success
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Hybrid (London)Full-timePosted 8mo ago

About the role

Mid Market Customer Success Manager responsible for value realization, adoption, and expansion within enterprise and law-firm customers in the EMEA region. Focuses on integrating Harvey into clients’ workflows, guiding admins, training end users, managing relationships, and collaborating with Account Executives on renewals and expansions.

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: Travel may be required from time to time, including visits to customer office locations and company offices.

Qualifications

  • 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

Skills

Required:OnboardingTraining and EnablementRelationship Management
Last updated Aug 5, 2026. Interested? Apply on the company site.
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About Harvey

Professional Class AI

Harvey is a platform built to meet the standards of the world’s leading professional service firms.

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