💼 About This Role

You'll lead and scale Harvey's Customer Success organization across EMEA during a period of hypergrowth, owning retention and expansion for law firms and corporate legal departments at the forefront of AI adoption. You'll directly manage 3 CSM teams, translate account-level insight into product feedback and company strategy, and hold direct accountability for outcomes across the region. This role offers an unmatched opportunity to help build a generational company at a true inflection point.

🎯 What You'll Do

• Build, lead, and develop Customer Success teams across EMEA
• Own executive relationships with strategic enterprise customers
• Drive net revenue retention and gross revenue retention through adoption
• Build and refine scalable Customer Success processes and playbooks

📋 Requirements

• 8+ years of experience in Customer Success, Account Management, or related roles in SaaS or legal technology
• 5+ years of direct people management experience and 3+ years as second line manager
• Track record of driving customer retention and expansion in enterprise environments
• Executive presence and ability to influence C-suite stakeholders

✨ Nice to Have

• Familiarity with AI technologies or large language models
• Experience in legal technology or top-tier management consulting

🎁 Benefits & Perks

• 🤖 AI Innovation – Be at the forefront of AI technology impacting legal services
• 🚀 Growth Opportunity – Shape and lead a rapidly evolving Customer Success program
• 🤝 Collaborative Culture – Work environment promoting growth, learning, and development