Customer Success Manager, Majors, EMEA

Harvey; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Frontier AI technology

Growth opportunities

Collaborative environment

Job summary

Harvey is seeking a Majors Customer Success Manager to guide our largest customers, including elite law firms, Fortune 500 companies, and premier asset managers, shaping how Harvey’s AI-powered platform delivers value.

You’ll own relationships, lead strategic implementations, monitor health, train users, and collaborate with product; travel up to 25% to ensure success and adoption at scale.

Qualifications

• Extensive background in enterprise SaaS customer success or account management.
• Experience leading change management for large technology projects.
• Strong communication and strategic planning, with executive influencing abilities.
• Results-driven with ability to prioritize demanding customers.
• Collaborative, proactive, team-first mentality.

Responsibilities

• Client Relationship Management: primary contact for customers with prescriptive, consultative approach.
• Strategic Implementation: lead Harvey integration into daily workflows.
• Customer Health Monitoring: monitor indicators, address risks, drive long-term success.
• Training & Enablement: evangelize Harvey and enable end users with product.
• Advocacy and Engagement: engage stakeholders and transform customers into Harvey champions.
• Feedback Loop: relay customer insights to internal teams and influence product roadmap.
• Travel required: Up to 25% of the time.

Skills

Enterprise SaaS

Account management

Change management

Executive communication

Strategic planning

Tools

CRM tools

Job description

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 a Majors Customer Success Manager, you’ll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes, providing expert industry advice and shaping Harvey’s product roadmap.

What You'll Do

• Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.

• Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.

• Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long‑term customer success and retention.

• Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily‑basis as it becomes a “must have” product.

• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.

• Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.

• Travel required: Up to 25% of the time

What You Have

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law or in‑house or in‑house) or top tier management consulting firms.

• History and comfort conducting change management and wide‑scale adoption for large technology projects.

• Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.

• Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.

• A strong commitment to be collaborative and proactive with a team‑first mentality.

What We Offer

• A chance to be at the forefront of AI technology and innovation, directly impacting how our customers' businesses operate and thrive.

• An opportunity to contribute to the growth and direction of our rapidly‑evolving Customer Success program, building out best‑in‑class playbooks and processes.

• A collaborative work environment that promotes growth, learning, and development.

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices 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 committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]