Customer Success Manager, Enterprise, EMEA

Harvey, Inc.; München; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Harvey, Inc. is seeking an Enterprise Customer Success Manager to own value realization for top legal and professional services clients in EMEA. You will guide AI-enabled workflows, define use cases, and deepen relationships with enterprises and law firms to renew and expand partnerships.

You’ll partner with Account Executives, integrate Harvey into client processes, and translate customer feedback into product improvements while driving measurable ROI and customer success across the region.

Qualifications

• 3–4+ years in customer-facing roles at tech or SaaS platforms.
• Ability to adapt to high-speed change and growth.
• Experience in strategic planning and revenue-based prioritization.
• Experience managing customer-facing projects and timelines.
• Ability to map organizations and influence stakeholders.
• Ability to drive customer metrics and outcomes.
• Experience owning revenue, expansion, and renewal targets.
• Proactive self-management and clear point of view.
• Cross-functional collaboration with product and sales teams.

Responsibilities

• 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

Skills

Customer ownership

Adaptability

Strategic planning

Project management

Stakeholder mapping

Customer metrics

Revenue ownership

Proactive mindset

Cross-functional collaboration

Job description

Customer Success Manager, Enterprise, EMEA

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 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.

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

What You Have

Ideal candidates for the Enterprise 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 customer-facing projects and timelines
• 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

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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 [e-mail]