Customer Success & Renewals Manager, Mid-Market, EMEA

• Scaled Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions
• Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis as it becomes a “must have” product
• Client Relationship Management: Serve as the primary contact for a portfolio of ~90+ mid-market clients, adopting a prescriptive and consultative approach to deliver a superior customer experience
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long-term mid-market strategy
• Post Sale Lifecycle Ownership & Renewals: Manage the entire client lifecycle, including upsells and contract renewals, with a focus on long-term success and value realization
• Renewals & Commercial Ownership: Own and forecast renewals, conduct proactive risk mitigation, lead pricing conversations, and ensure successful contract execution
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels
• Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk
• Demonstrated ability to ruthlessly prioritize across a wide portfolio and manage competing demands with operational rigor
• Strong comfort with ambiguity and a builder’s mindset—able to iterate on processes, pilot new engagement models, and contribute to scalable 1:many initiatives
• Results-driven candidates who are able to prioritize competing tasks and demanding customers seamlessly
• Team player described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality

Experience with Salesforce and Catalyst are preferred but not required

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive
• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes
• A collaborative work environment that promotes growth, learning, and development