Scaled Customer Success Manager, EMEA

United States Digital Space LLC; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

the company seeks a Scaled Customer Success Manager to own renewals and expansions for a high-volume portfolio, driving retention and revenue growth through proactive, data-driven engagement.

You will collaborate with Sales, Legal Engineering, Product, and a cross-functional team to translate customer feedback into roadmap influence and expansion opportunities, ensuring customers gain maximum value from AI solutions.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or renewals-focused role within Enterprise SaaS or related fields.
• Proven track record managing a high-volume book of business with retention/expansion targets.
• Strong commercial acumen with renewals conversations and upsell opportunities.
• Excellent communication and strategic planning skills for multi-level stakeholders.
• Data-driven mindset using health/usage metrics to guide strategy.

Responsibilities

• Own renewals and expansions across a named portfolio to drive net revenue retention.
• Lead QBRs, value reviews, and enablement sessions to maximize ROI and product adoption.
• Monitor customer health using data to identify churn signals and plan interventions.
• Advise customers with a prescriptive, consultative approach integrating the company’s AI into their workflows.
• Collaborate with Legal Engineering, Product, and Sales to relay insights and influence roadmap.

Skills

Account management

Retention targets

Renewals conversations

Strategic planning

Cross-functional collaboration

Data-driven

Job description

Why HarveyAt the company, 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 the company, the future of professional services is being written today — and we’re just getting started.

Role Overview

The Scaled Customer Success Manager joins the company's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business. The team's mission is to deliver strategic, efficient value at scale—ensuring customers adopt the company's AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partners closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery.

What You'll Do

Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.

• Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions to maximize product adoption and demonstrate ongoing ROI.

• Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.

• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating the company into their workflows and championing the power of LLMs.

• Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.

• Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.

What You Have

3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.

• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.

• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.

• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.

• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.

• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

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the company 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 Find more English Speaking Jobs in United Kingdom on Arbeitnow