Customer Success Manager, Mid Market, EMEA

Job description

WHY HARVEY 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. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As a Mid Market Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You’ll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will not only help customers to identify use cases for Harvey, but also help transform the practice of law. You’ll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey’s strategic partnerships. WHAT YOU’LL DO - 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 may be required from time to time, including visits to customer office locations and company offices. WHAT YOU HAVE Ideal candidates for the Mid Market CSM role at Harvey can demonstrate comfort and experience with the following 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 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]. Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai