Mid Market Customer Success Manager, EMEA

Harvey is a secure AI platform for legal and professional services that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized and developed by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world, including Paul Weiss, A&O Shearman, Ashurst, O'Melveny & Myers, PwC, KKR, and many others.

• Strategic investors: Raised over $500 million from strategic investors including Sequoia, Google Ventures, Kleiner Perkins, and OpenAI.

• World-class team: Harvey is hiring the best talent from DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Glean, Superhuman, Figma, and more.

• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.

• Performance: 4x ARR in 2024.

• Competitive compensation.

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.

• 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

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

Please find our UK applicant privacy notice here.

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 in the early innings of a generational company. Joining early at a hypergrowth startup has proven to lead to exponential growth in responsibility, access, and ability. Apply here today!