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Major Customer Success Manager, EMEA

HarveyLondon
On-site Full-time

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Experience Level

Manager

Qualifications

We are looking for candidates who possess a strong background in customer success management, particularly within the technology sector. You should have a proven track record of building relationships, managing client accounts, and driving product adoption. Excellent communication and problem-solving skills are essential, alongside a proactive approach to identifying customer needs and implementing solutions.

About the job

About Harvey

Harvey brings together AI technology, an enterprise platform, and deep industry experience to reshape legal and professional services. With over 1,000 clients in more than 60 countries, Harvey is growing quickly and backed by leading investors. The team is committed to high standards and works closely with customers to solve complex problems, supporting both personal and professional growth along the way.

Based in London, Harvey’s environment rewards initiative and ownership. Team members collaborate directly with clients at all levels, from executives to engineers, and play a key part in shaping the company’s future.

Role Overview

The Major Customer Success Manager, EMEA, guides Harvey’s largest clients through every stage of their partnership. This position focuses on supporting elite law firms, Fortune 500 businesses, and top asset managers as they adopt Harvey’s technology. Acting as a trusted advisor, the Major Customer Success Manager helps clients embed Harvey’s platform into their daily operations, shares industry knowledge, and relays client feedback to shape the product roadmap.

What You Will Do

  • Client Relationship Management: Serve as the main point of contact for major clients, using a consultative approach to strengthen relationships and deliver value.
  • Strategic Implementation: Lead the integration of Harvey’s platform into client workflows, making sure adoption is smooth and clients get the most from AI capabilities.
  • Customer Health Monitoring: Track account health using key performance indicators, address issues early, and take action to support long-term client success and retention.
  • Training & Enablement: Promote Harvey’s benefits through direct user engagement and work with Legal Product Specialists to support effective adoption.

About Harvey

Harvey is at the forefront of transforming legal and professional services with innovative technology solutions. Our mission is to enhance the way organizations operate by harnessing the power of AI, providing clients with unparalleled tools to succeed in a rapidly evolving landscape.

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