Enterprise Customer Success Leader: Scale Growth

Harvey; Paris; On-site; EUR 120,000 - 170,000; Full time

Job summary

Harvey is seeking an Enterprise Customer Success Leader to craft and execute a strategic vision that scales our customer success operations, drives renewal and expansion, and reduces churn across multi‑million dollar accounts.

You will lead a high‑performing team, collaborate with Product, Engineering, and GTM, and translate customer insights into playbooks and initiatives that deliver measurable value.

Qualifications

• Experience leading high‑performing CS teams in late‑stage Enterprise SaaS.
• Strategic CS design to foster adoption, reduce churn, and promote expansion.
• Empathetic leadership with a track record in hiring, coaching, and talent development.
• Ability to own strategic initiatives, KPI reporting, and navigate complex customer scenarios.
• Excellent communication to engage and influence at all organizational levels.
• Agility to thrive in a rapidly expanding, dynamic setting.
• A passion for technology and innovation to solve complex challenges.

Responsibilities

• Lead a dynamic customer success team towards exceptional performance, promoting accountability and growth.
• Develop and implement scalable strategies and playbooks across the customer journey: implementation, adoption, value realization, retention, expansion.
• Inspire and mentor your team, elevating capabilities to become strategic partners with decision makers and customer advocacy.
• Deepen client engagements as an advisor and advocate for key stakeholders, driving advocacy and referrals.
• Introduce processes and early warning systems to reduce churn and mitigate risk.
• Collaborate with GTM, Product, and Engineering to capture voice-of-customer and drive customer-centricity.
• Turn customer insights into meaningful product enhancements and service optimizations.

Skills

Leadership

Strategic Acumen

Empathy and Influence

Outcome‑Oriented

Communication Mastery

Agility

Innovation

Job description

Harvey is seeking an Enterprise Customer Success Leader to craft and execute a strategic vision that scales our customer success operations, drives renewal and expansion, and reduces churn across multi‑million dollar accounts.

You will lead a high‑performing team, collaborate with Product, Engineering, and GTM, and translate customer insights into playbooks and initiatives that deliver measurable value.