Customer Success Manager, Majors, EMEA

About the role

As a Majors Customer Success Manager, you will guide large-scale customers through their journey with Harvey, ensuring they derive maximum value from the platform. You will act as a trusted advisor, integrating AI solutions into business processes and shaping the product roadmap. This role is pivotal in driving adoption and long-term retention among elite law firms, Fortune 500 companies, and asset managers.

Responsibilities

• Serve as the primary contact for customers with a prescriptive and consultative approach.
• Lead the integration of Harvey into daily workflows to ensure seamless adoption.
• Proactively manage account health by monitoring key indicators and addressing risks.
• Conduct training and enablement sessions to drive daily product usage.
• Facilitate executive engagement to transform customers into internal champions.
• Relay customer insights to internal teams to support continuous product improvement.

Required skills

• Customer Success
• Account Management
• Enterprise SaaS
• Change Management
• Strategic Planning
• Stakeholder Management

Qualifications

• Background in strategic customer success or account management at Enterprise SaaS, legal, or top tier management consulting firms

About the Company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI with an enterprise-grade platform. The company is scaling rapidly and defining a new category in real time, with a focus on decisiveness, simplicity, and excellence.