Customer Success Manager, Majors, EMEA

Harvey, Inc.; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Growth opportunities

Playbooks and processes

Collaborative environment

Job summary

Harvey is transforming how legal and professional services operate with frontier AI and an enterprise-grade platform. We’re building a generational company with strong investor support and rapid growth.

As a Majors Customer Success Manager, you’ll guide our largest customers—elite law firms, Fortune 500 companies, and premier asset managers—ensuring they adopt and maximize value from Harvey’s technology. Travel up to 25% is required.

Qualifications

• Extensive experience in enterprise SaaS customer success or account management.
• Legal industry experience (big law, in-house, or consulting) is preferred.
• Proven change management and large-scale adoption experience in tech projects.
• Excellent communication and strategic planning with ability to influence executives.
• Results-driven with strong prioritization and multitasking capabilities.

Responsibilities

• Own client relationship management with prescriptive, consultative approach.
• Lead strategic implementation and adoption of Harvey in client workflows.
• Monitor overall account health and mitigate risks early.
• Run training and enablement sessions with end users and product teams.
• Build advocate relationships and executive engagement within client orgs.
• Relay customer feedback to internal teams and drive product improvements.
• Travel up to 25% of the time.

Skills

Enterprise SaaS

Legal industry experience

Change management

Executive stakeholder engagement

Strategic planning

Communication skills

Prioritization

Team collaboration

Job description

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].

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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]