Enterprise Customer Success Leader – Strategic Growth

Harvey, Inc.; Paris; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Harvey is seeking an Enterprise Customer Success Leader to guide a high-impact team across Southern Europe and the DACH region. You will shape a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and playbooks to fuel expansion and mitigate churn.

Leading by example, you will coach talent, drive renewal and expansion, and partner with Product and Engineering to ensure a best-in-class customer experience and a strong voice of the customer

Qualifications

• Leadership experience leading customer success teams in late-stage or post-IPO Enterprise SaaS.
• Strategic customer success programs to foster adoption and expansion.
• Empathetic leadership with track record in team development.
• Ability to drive KPI reporting and strategic initiatives.
• Excellent cross-functional communication at all levels.

Responsibilities

• Lead a dynamic enterprise customer success team to drive performance.
• Design scalable playbooks and processes across the customer journey.
• Coach and develop talent to become strategic partners.
• Deepen client engagements and drive advocacy and expansion.
• Own retention with early-warning systems to mitigate churn.
• Collaborate with GTM, Product and Engineering to capture customer voice.
• Turn customer insights into product and service improvements.

Skills

Leadership Experience

Strategic Acumen

Empathy and Influence

Outcome-Oriented

Communication Mastery

Agility

Innovation

Job description

Harvey is seeking an Enterprise Customer Success Leader to guide a high-impact team across Southern Europe and the DACH region. You will shape a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and playbooks to fuel expansion and mitigate churn.

Leading by example, you will coach talent, drive renewal and expansion, and partner with Product and Engineering to ensure a best-in-class customer experience and a strong voice of the customer