At a Glance
- Tasks: Drive customer retention and expansion while engaging with clients on AI solutions.
- Company: Join Harvey, a pioneering company transforming legal and professional services with AI.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: Collaborative culture focused on excellence and customer value delivery.
- Why this job: Be part of a fast-scaling team shaping the future of professional services.
- Qualifications: 3+ years in Customer Success or Account Management, with strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
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.
Role Overview
The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business. The team's mission is to deliver strategic, efficient value at scale—ensuring customers adopt Harvey's AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partner closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery.
What You'll Do
- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
- Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions to maximize product adoption and demonstrate ongoing ROI.
- Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.
- Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
- Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
- Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.
What You Have
- 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
- Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
- Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
- Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
- Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
- Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.
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.
Scaled Customer Success Manager, EMEA in London employer: AI Chopping Block
Cohere is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for those passionate about AI and technology. With generous benefits such as a weekly lunch stipend, comprehensive health coverage, and six weeks of paid vacation, employees are supported both personally and professionally. The remote-friendly work environment, combined with opportunities for growth and development, ensures that every team member can thrive while contributing to groundbreaking advancements in AI.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Customer Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AI Chopping Block. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AI Chopping Block before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Scaled Customer Success Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AI Chopping Block:Your cover letter is your chance to shine! Tell us why you want to work at AI Chopping Block specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AI Chopping Block!
How to prepare for a job interview at AI Chopping Block
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
