About the role
Why Harvey At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. With 1000+ customers in 60+ countries, 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us. At Harvey, the future of professional services is being written today — and we’re just getting started. Role Overview As Head of Customer Success, EMEA, you will lead and scale Harvey's Customer Success organization across Europe, the Middle East, and Africa, owning value realization, retention, and expansion of our customers: law firms and corporate legal departments at the frontier of AI adoption in legal. This role is pivotal in shaping how Harvey delivers and operationalizes customer success during a period of hypergrowth. You will directly manage 3 CSM teams, developing the managers and senior ICs who own Harvey's customer relationships. You are the executive voice of the customer internally; translating account-level insight into product feedback, go-to-market decisions, and company strategy. You build high-performing teams, design scalable processes, and hold direct accountability for outcomes across EMEA. What You'll Do Team Leadership: Build, lead, and develop a high-performing group of Customer Success teams across the EMEA region. Coach and mentor team members to achieve individual and team goals. Strategic Customer Engagement: Own executive relationships with Harvey's largest and most strategic enterprise customers. Serve as the escalation point for critical customer issues and partner with customers on long-term success planning. Retention & Expansion: Drive net revenue retention (NRR) and gross revenue retention (GRR) by ensuring customer adoption, satisfaction, and readiness for renewal and expansion opportunities. Operational Excellence: Build and refine scalable Customer Success processes, playbooks, and best practices. Implement data-driven approaches to customer health monitoring, risk mitigation, and success planning. Cross-Functional Collaboration: Partner closely with Sales, Product, and Marketing teams to ensure seamless customer experiences, inform product roadmap decisions, and drive customer advocacy. Work in close alignment with AMER & APAC Customer Success leadership to share best practices globally. Metrics & Reporting: Define and track key success metrics including adoption rates, customer health scores, NPS, NRR, and GRR. Provide regular reporting and insights to senior leadership. Customer Advocacy: Champion the voice of the customer internally, relaying insights to Product and Engineering teams to drive continuous improvement. What You Have 8+ years of experience in Customer Success, Account Management, or related roles within SaaS, legal technology, or top-tier management consulting firms. 5+ years of direct people management experience and 3+ years as second line manager, with a track record of building and scaling high-performing Customer Success teams. Demonstrated success in driving customer retention and expansion in enterprise environments with complex stakeholder landscapes. Excellent communication, executive presence, and strategic planning skills, with the ability to influence stakeholders at all levels including C-suite executives. Results-driven mindset with the ability to ruthlessly prioritize competing tasks and manage demanding customers seamlessly. Strong analytical skills with experience using data to drive strategy and decision-making. A collaborative and proactive team-first mentality. Familiarity with AI technologies, large language models, or related fields is advantageous. What We Offer A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive. An opportunity to shape and lead the growth of a rapidly-evolving Customer Success program, building out best-in-class playbooks and processes. A collaborative work environment that promotes growth, learning, and development. Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [ here ]. #LI-EL1 Harvey 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 [email protected]
