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Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. As an Enterprise Customer Success Manager based in Madrid, you will own value realization for enterprise and law firm customers, acting as a trusted guide through AI integration into daily legal workflows.
You will lead customer onboarding, ensuring Harvey integrates seamlessly into workflows and administrators adopt best practices. You'll champion Harvey's capabilities through training and enablement sessions with end users, positioning the platform as essential to strategic legal work. Your role involves navigating complex organizational structures as the primary customer contact, identifying and fostering internal champions, engaging executive buyers, and building lasting Harvey advocates.
You'll establish and track success metrics aligned with customer adoption rates, measurable ROI, and positive AI experiences. Collaborating closely with Account Executives, you'll maintain renewal readiness and identify expansion opportunities within your customer base. You'll also represent customer needs internally, providing product feedback to drive continuous platform improvements.
The ideal candidate brings 3-4+ years in customer-owning roles at tech or SaaS platforms, with demonstrated ability to thrive amid high-speed change and growth. You should excel at strategic planning, revenue-based prioritization, and managing customer-facing projects and timelines. You're comfortable running in-person executive meetings, mapping organizational structures, influencing stakeholders, and driving key customer metrics. You'll own revenue, expansion, and renewal targets, demonstrate strong judgment and proactive self-management, and work effectively cross-functionally with Product and Sales teams.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
