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Customer Success Manager, Majors, EMEA

Harvey· Customer Success
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Hybrid (London)Full-timePosted 6mo ago

About the role

Role focused on guiding Harvey’s largest customers through adoption and value realization, acting as a trusted advisor, integrating Harvey into client processes, and shaping product roadmap for elite law firms, Fortune 500 companies, and premier asset managers.

Responsibilities

  • Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
  • Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
  • Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
  • Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
  • Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
  • Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
  • Travel required: Up to 25% of the time

Qualifications

  • Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in-house or in-house) or top tier management consulting firms.
  • History and comfort conducting change management and wide-scale adoption for large technology projects.
  • Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
  • Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
  • A strong commitment to be collaborative and proactive with a team-first mentality.

Skills

Required:Client Relationship ManagementStrategic ImplementationCustomer Health MonitoringTraining & EnablementExecutive Stakeholder EngagementFeedback & Product Collaboration

Benefits

  • A chance to be at the forefront of AI technology and innovation, directly impacting how our customers' businesses operate and thrive.
  • An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
  • A collaborative work environment that promotes growth, learning, and development.
Last updated Oct 15, 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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