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 both value realisation and the commercial renewal for your portfolio of customers, helping to define the future of legal work at top enterprises and leading law firms. You will act as a trusted expert who guides customers through integrating AI into the daily workflows of lawyers and other professionals — and, as the owner of your customers' renewals, you will be directly accountable for retaining and growing that relationship. You will deeply integrate Harvey into your customers' business processes, build lasting relationships with users and economic buyers alike, and partner closely with Account Executives to expand Harvey's strategic partnerships. This is a commercially accountable role: you will carry a retention and net-revenue-retention target and own the renewal motion end to end. WHAT YOU’LL DO - 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. WHAT YOU HAVE Ideal candidates for the Mid-Market CSM role at Harvey can demonstrate comfort and experience with the following: - 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]. #LI-LE1 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