Senior Customer Success Manager, EMEA – AI-Powered SaaS

Harvey; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Harvey is seeking a Majors Customer Success Manager to guide our largest customers and shape how work is done at elite law firms, Fortune 500 companies, and premier asset managers. You will deeply integrate the company into customer processes, providing industry expertise and aligning the product roadmap with client needs.

You will lead strategic implementations, monitor account health, and drive adoption of our AI solutions while collaborating with product and customer teams.

Qualifications

• Extensive background in strategic customer success or account management at Enterprise SaaS, legal (big law 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.

Responsibilities

• 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 the company 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 the company as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt the company on a daily-basis as it becomes a “must have” product.
• Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into the company 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

Skills

Strategic customer success

Account management

Change management

Executive communication

Stakeholder influence

Collaborative mindset

Job description

Harvey is seeking a Majors Customer Success Manager to guide our largest customers and shape how work is done at elite law firms, Fortune 500 companies, and premier asset managers. You will deeply integrate the company into customer processes, providing industry expertise and aligning the product roadmap with client needs.

You will lead strategic implementations, monitor account health, and drive adoption of our AI solutions while collaborating with product and customer teams.