Mid Market Customer Success Manager, EMEA

What You’ll Do

• Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions.
• Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
• Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
• Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
• Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
• Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform
• Travel may be required from time to time, including visits to customer office locations and company offices.

What You HaveIdeal candidates for the Mid Market CSM role at Harvey can demonstrate comfort and experience with the following qualifications:

• 3-4+ years in customer-owning roles at tech or SaaS platforms
• Adapting seamlessly in the face of high-speed change and growth
• Strategic planning, revenue-based prioritization
• Managing a high volume of customer-facing projects and timelines
• Running in-person meetings w/ executives
• Mapping an organization and influencing stakeholders
• Driving key customer metrics and outcomes
• Owning a revenue, expansion, and renewal target
• Demonstrating a strong point of view and proactive self-management
• Working cross-functionally with Product and Sales teams

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