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Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and headquartered in San Francisco, the company is at a critical growth inflection point with strong product-market fit and world-class investor backing.
As Enterprise Customer Success Leader for Southern Europe and DACH, you will lead a high-performing customer success team responsible for ensuring enterprise clients achieve their desired outcomes. This is a strategic leadership role within the broader Customer Success Leadership team, focused on scaling operations, building playbooks, and driving customer expansion and retention.
Key responsibilities include: leading and developing a dynamic CS team with a culture of accountability and relentless improvement; designing and implementing scalable customer success strategies and playbooks across the full customer journey (implementation, adoption, value realization, retention, expansion); coaching and mentoring team members to become strategic partners and customer advocates; deepening relationships with key stakeholders through proactive, advisory engagement; implementing retention processes and early warning systems to reduce churn and mitigate risk; collaborating cross-functionally with GTM, Product, and Engineering leadership to embed customer-centricity; and establishing a feedback flywheel that translates customer insights into product enhancements.
You bring proven leadership experience managing high-performing customer success teams in late-stage or post-IPO enterprise SaaS environments, with demonstrated expertise in strategic account management and large enterprise relationships with multi-million dollar spend. You excel at designing customer success strategies that drive adoption, reduce churn, and fuel expansion. Your leadership style combines empathy with influence, and you have a strong track record of hiring, coaching, and developing talent. You are outcome-oriented, with exceptional ability to own strategic initiatives, drive KPI reporting, and navigate complex customer scenarios. Superior communication skills enable you to engage and influence effectively across all organizational levels, both internally and externally. You thrive in rapidly expanding, dynamic environments and can swiftly adapt to evolving requirements. You have a genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
