Enterprise Customer Success Manager (EMEA)

Job Description

Requirements

• 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 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

What the job involves

• As an Enterprise 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
• 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