Customer Success Leader, EMEA in London

At Harvey, we are 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 are reshaping how critical knowledge work gets done for decades to come.

With 700+ customers in 58+ countries, strong product‐market fit, and world‐class investor support, we are 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 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 the Enterprise Customer Success Leader, you are tasked with more than just facilitating the adoption of our technology. As a member of the broader Customer Success Leadership team, you will craft and execute a strategic vision for ensuring customers reach their desired outcomes, emphasising scalability, process rigor, and the development of playbooks to fuel expansion and mitigate churn.

Through empathetic leadership and a focus on value, you will spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement. You will also play an integral part in helping to drive strategy and execution in how we deliver an end‐to‐end excellent customer experience.

What You’ll Do

• Lead by Example: Lead a dynamic customer success team toward exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
• Scalability and Process: Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including implementation, adoption, value realization, retention, and expansion.
• Talent Coaching and Development: Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision‐makers and fostering customer advocacy.
• Advance Customer Relationships: Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
• Own Retention: Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi‐threaded within customer accounts.
• Effective Collaboration: Work with leaders across the broader GTM organization, Product, and Engineering teams to deliver the voice‐of‐customer and drive a culture of customer‐centricity.
• Product Feedback: Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.

What You Have

• Leadership Experience: Proven background leading high‐performing customer success teams within late‐stage or post‐IPO Enterprise SaaS organizations, with emphasis on strategic, large enterprise, and lighthouse accounts with multi‐million dollar spend.
• Strategic Acumen: Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
• Empathy and Influence: Leadership style characterised by empathy, with a proven track record in team development through hiring, coaching, and fostering talent.
• Outcome‐Oriented: Exceptional ability to drive results through owning strategic initiatives, KPI reporting, and navigating complex customer scenarios.
• Communication Mastery: Superior communication skills, capable of effectively engaging and influencing at all organizational levels, both internally and externally.
• Agility: Capacity to excel in a rapidly expanding, dynamic setting and swiftly adjust to evolving requirements.
• Innovation: Passion for technology and innovation, constantly seeking novel solutions to complex challenges.

Job Details

• Seniority level: Mid‐Senior level
• Employment type: Full‐time
• Job function: Other
• Industries: Software Development
• Location: London, England, United Kingdom
• Salary: £40,000.00–£50,000.00 per year

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 accommodations@harvey.ai.