Mid Market Customer Success Manager, EMEA

Join Harvey as a Mid Market Customer Success Manager covering EMEA, where you'll serve as a trusted advisor to top enterprises and law firms, guiding them to integrate AI into daily legal workflows. In this high-impact role, you'll own customer value realization and drive platform adoption, renewals, and expansion across the region.

What you'll do

• Onboard customers by integrating Harvey into their workflows and guiding administrators with data-backed best practices to ensure optimal use of AI solutions.
• Champion Harvey's value through training and enablement sessions with end users, positioning the platform as essential to strategic legal work.
• Serve as the primary contact within complex organizations, fostering champions, engaging executive buyers, and building loyal Harvey advocates.
• Align with customers on adoption rates, measurable value, and positive AI experiences to ensure value realization and ROI.
• Collaborate with Account Executives to maintain renewal readiness and leverage customer needs to drive expansions.
• Represent customer needs internally by relaying insights to Product and Engineering to continuously improve the Harvey platform.
• Travel to customer and company offices as needed to support in-person engagement.

What Harvey is looking for

• 3–4+ years of experience in customer-owning roles at tech or SaaS platforms.
• Proven ability to adapt seamlessly in the face of high-speed change and growth.
• Strong track record in strategic planning and revenue-based prioritization.
• Experience managing a high volume of customer-facing projects and timelines simultaneously.
• Confidence running in-person meetings with executives and influencing stakeholders across complex organizations.
• Demonstrated success driving key customer metrics, outcomes, and owning revenue, expansion, and renewal targets.
• A strong point of view, proactive self-management, and a collaborative approach to working with Product and Sales teams.