Mid Market Customer Success Manager - EMEA

Harvey; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A legal tech company based in the UK is seeking a Mid Market Customer Success Manager to facilitate the integration of their AI solutions into client workflows. The role requires strong customer relationship skills with at least 3-4 years of experience in tech or SaaS. The ideal candidate will manage onboarding, training, and ongoing success metrics, while collaborating with executives for renewals and project expansions. This position emphasizes the delivery of measurable value and customer satisfaction in the legal field.

Qualifications

• 3-4+ years in customer-facing roles particularly in tech or SaaS environments.
• Ability to adapt to fast-paced changes and manage high volumes of projects.
• Proven track record of driving customer success and achieving renewal targets.

Responsibilities

• Integrate Harvey into customer workflows and guide best practices.
• Train users on the capabilities of Harvey's AI solutions.
• Build relationships and foster customer advocates within organizations.
• Align success metrics with customer goals for measurable outcomes.
• Collaborate with Account Executives for renewals and expansions.
• Represent customer needs to the internal team for product improvement.

Skills

Customer relationship management

Strategic planning

Project management

Influencing stakeholders

Job description

Why Harvey

At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. With 1000+ customers in 58+ countries, 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long‑term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.

At Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

As a Mid Market Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You’ll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will not only help customers to identify use cases for Harvey, but also help transform the practice of law. You’ll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey’s strategic partnerships.

What You’ll Do

• Onboarding: Integrate Harvey into customer workflows, guide administrators with data‑backed best practices, ensure optimal use of our AI solutions.
• Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
• Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
• Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
• Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
• Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform.
• Travel may be required from time to time, including visits to customer office locations and company offices.

What You Have

• 3‑4+ years in customer‑owning roles at tech or SaaS platforms
• Adapting seamlessly in the face of high‑speed change and growth
• Strategic planning, revenue‑based prioritization
• Managing a high volume of customer‑facing projects and timelines
• Running in‑person meetings w/ executives
• Mapping an organization and influencing stakeholders
• Driving key customer metrics and outcomes
• Owning a revenue, expansion, and renewal target
• Demonstrating a strong point of view and proactive self‑management
• Working cross‑functionally with Product and Sales teams

Please find our UK applicant privacy notice 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]