Customer Success Leader, Southern Europe & DACH

Harvey; Paris; Sur place; EUR 120 000 - 190 000; Plein temps

Résumé du poste

Harvey is seeking an Enterprise Customer Success Leader to shape strategy, lead a high-performing team, and drive renewal and expansion across multi-million dollar accounts.

You will collaborate with GTM, Product, and Engineering to turn insights into scalable processes, build playbooks, reduce churn, and ensure exceptional end-to-end customer experiences. This role requires empathetic leadership, strong KPI reporting, and the ability to influence decision-makers at all levels.

Qualifications

• Leadership experience leading CS teams in late-stage or enterprise SaaS
• Strategic CS strategies that foster adoption and expansion
• Empathetic leadership with hiring and coaching experience
• Proven ability to drive results through KPI reporting
• Superior communication skills across all organizational levels
• Ability to thrive in a dynamic, fast-growing environment
• Passion for technology and innovative problem-solving

Responsabilités

• Lead a dynamic customer success team toward exceptional performance.
• Develop and implement scalable strategies and playbooks for the customer journey.
• Mentor and develop team capabilities to become strategic partners with clients.
• Deepen client engagements and drive advocacy, retention, and expansion.
• Introduce processes to reduce churn and manage risks within accounts.
• Collaborate with GTM, Product, and Engineering to capture voice of the customer.
• Turn customer insights into meaningful product and service improvements.

Connaissances

Leadership

Strategic acumen

Empathy and influence

Outcome-oriented

Communication mastery

Agility

Innovation

Description du poste

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.

Role Overview

As the Enterprise Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology. As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn. Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement. You will also play an integral part in helping to drive strategy and execution in how we deliver an end-to-end excellent customer experience.

What You’ll Do

• Lead by Example: Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
• Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion.
• Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy.
• Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
• Own Retention: introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts.
• Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity.
• Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.

What You Have

• Leadership Experience: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / lighthouse accounts with multi-million dollar spend.
• Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
• Empathy and Influence: A leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
• Outcome-Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios.
• Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally, and externally.
• Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
• Innovation: A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.

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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]