At a Glance
- Tasks: Drive customer retention and expansion through strategic engagement and data-driven insights.
- Company: Join a fast-scaling AI company transforming legal and professional services.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: Collaborative team culture focused on excellence and customer value delivery.
- Why this job: Shape the future of professional services while working with cutting-edge AI technology.
- Qualifications: 3+ years in Customer Success or Account Management with strong commercial acumen.
The predicted salary is between 56700 - 69300 £ 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.
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.
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.
Scaled Customer Success Manager, EMEA employer: AI Startups UK
Lovable is an exceptional employer for data scientists, particularly in our dynamic London growth team. With a culture of extreme ownership and low-ego collaboration, we empower our employees to drive impactful growth metrics while working alongside talented engineers. Our commitment to innovation and rapid experimentation offers unparalleled opportunities for professional development, making Lovable a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AI Startups UK. 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 Startups UK 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
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 Startups UK:Your cover letter is your chance to shine! Tell us why you want to work at AI Startups UK 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 Startups UK!
How to prepare for a job interview at AI Startups UK
✨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.
