Harvey · Munich
Customer SupportCustomer SuccessRemoteFullTimeposted 11d ago
At Harvey, we’re transforming how legal and professional services operate. 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. We have 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
As the Enterprise Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology. As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasizing scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn.
Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement.
You will also play an integral part in helping to drive strategy and execution in how we deliver an end-to-end excellent customer experience.
Lead by Example: Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion.
Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy.
Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
Own Retention: introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts.
Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice-of-customer and drive a culture of customer-centricity.
Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.
Leadership Experience: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / lighthouse accounts with multi-million dollar spend.
Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
Empathy and Influence: A leadership style characterized by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
Outcome-Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and adept at navigating complex customer scenarios.
Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels both internally, and externally.
Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
Innovation: A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges.
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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 accommodations@harvey.ai