EMEA Scaled Customer Success Leader: Retention & Growth

Harvey; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Harvey is seeking a Scaled Customer Success Manager to own the full renewals and expansion lifecycle across a high-volume portfolio. You’ll partner with Sales, Legal, Engineering, and Product to maximize value delivery and net revenue retention through data-driven campaigns and proactive engagement.

You’ll lead QBRs, value reviews, and enablement sessions to demonstrate ongoing ROI, while shaping scalable playbooks and a thriving customer success motion at the intersection of AI and professional

Qualifications

• 3+ years in Enterprise SaaS, CS, or renewals roles.
• Proven ability to manage high-volume accounts and hit retention targets.
• Strong commercial acumen and upsell capability.

Responsibilities

• Own renewals and expansions across a named portfolio.
• Lead QBRs, value reviews, and enablement sessions.
• Monitor health metrics and intervene to prevent churn.
• Collaborate with Legal, Product, and Sales.
• Build scalable playbooks for renewal processes.

Skills

Customer Success

Account Management

Renewals

Data analytics

Strategic planning

Communication

Job description

Harvey is seeking a Scaled Customer Success Manager to own the full renewals and expansion lifecycle across a high-volume portfolio. You’ll partner with Sales, Legal, Engineering, and Product to maximize value delivery and net revenue retention through data-driven campaigns and proactive engagement.

You’ll lead QBRs, value reviews, and enablement sessions to demonstrate ongoing ROI, while shaping scalable playbooks and a thriving customer success motion at the intersection of AI and professional