Customer Success & Renewals Manager, Mid-Market, EMEA in London

At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. With 700+ customers in 58+ countries, 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.

As a Customer Success Manager for our Mid-Market (MM) segment, you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in‑house legal teams. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You’ll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows. This individual will also have a chance to design and deploy 1:many solutions that will impact how we serve our broad mid‑market customer base in a highly efficient manner at scale.

What You’ll Do

• 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.

What You Have

• 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.

What We Offer

• 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.