Customer Success Leader, EMEA at Harvey

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, Professional Services, AIIndustries

Requirements

Proven background in leading high-performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with emphasis on Strategic, Large Enterprise/Enterprise, and/or top-tier/lighthouse accounts with multi-million dollar spend
Expertise in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion
Leadership style characterized by empathy, with a proven track record in team development through hiring (inferred from context)

Responsibilities

Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement
Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey (implementation, adoption, value realization, retention, and expansion)
Inspire and mentor the team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy
Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals
Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure multi-threading within customer accounts
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
Ensure development of a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations
Craft and execute a strategic vision for ensuring customers reach desired outcomes, emphasizing scalability, process rigor, and development of playbooks to fuel expansion and mitigate churn
Spearhead efforts to enhance renewal and expansion rates, manage and develop talent, and drive forward customer relationships with proactive engagement
Play an integral part in driving strategy and execution for delivering an end-to-end excellent customer experience

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipStrategic VisionTalent DevelopmentRenewal ManagementExpansion StrategiesChurn MitigationPlaybook DevelopmentScalabilityCustomer EngagementProactive EngagementProcess Rigor

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

The position is hybrid.

What are the key skills or experiences needed for this Customer Success Leader role?

The role requires empathetic leadership, strategic vision for customer outcomes, talent coaching and development skills, ability to advance customer relationships, and expertise in scalability, process rigor, and churn mitigation.

What is the company culture like at Harvey?

The team is sharp, motivated, and deeply committed to the mission, moving fast with intensity, taking real ownership, staying close to customers, thriving in ambiguity, and pushing for excellence.

What does the role entail in terms of team leadership?

You will lead a dynamic customer success team, promoting accountability, execution, growth, and improvement, while inspiring and mentoring team members to become strategic partners.

What makes a strong candidate for this position?

Strong candidates thrive in ambiguity, push for excellence, have experience leading customer success teams with a focus on scalability and retention, and can mentor talent while driving customer advocacy and organic growth.

Harvey

Custom AI solutions for law firms

About Harvey

Harvey.ai builds custom Large Language Models (LLMs) specifically designed for top law firms to help them tackle complex legal challenges. These AI models are tailored to various legal practice areas and jurisdictions, allowing firms to enhance their efficiency and accuracy in legal work. Harvey.ai's technology includes an AI chatbot developed in collaboration with Allen & Overy, which demonstrates how their solutions can streamline operations and reduce manual workloads. The company operates on a business model that combines customization fees for developing these models with ongoing subscription fees for support and updates. Unlike many competitors, Harvey.ai focuses exclusively on the legal sector, ensuring that their products meet the unique needs of elite law firms. The goal of Harvey.ai is to transform the legal industry by providing advanced AI tools that improve decision-making and operational efficiency while maintaining high standards of data security.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$200.4MTotal Funding

SERIES_CCompany Stage

Cybersecurity, LegalIndustries

201-500Employees

Risks

Over-reliance on partnerships could lead to strategic vulnerabilities if they dissolve.

LexLegis.ai's global expansion poses a competitive threat in legal research.

Rapid AI innovation and crowded CLM market may challenge Harvey's growth.

Differentiation

Harvey offers custom LLMs tailored for elite law firms' complex legal challenges.

The company provides a unified interface for legal workflows, enhancing efficiency.

Harvey's BigLaw Bench evaluates AI accuracy in legal tasks, setting industry standards.

Upsides

Partnership with Icertis enhances contract analysis and risk assessment capabilities.

Expansion into Japan with Mori Hamada Matsumoto opens new revenue streams.

Revamped GenAI Assistant improves user experience and output quality for legal professionals.

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