Europe Arbeitnow ·
full-timeCustomer Success Leader, Southern Europe & DACH
Harvey · Paris
Harvey is a company operating in the legal and professional services sector, leveraging agentic AI to transform how critical knowledge work is performed. As a Customer Success Leader for Southern Europe and DACH, you will oversee the strategic direction of customer relationships, focusing on scalability, process development, and team leadership. Your day-to-day responsibilities will involve managing a high-performing team to ensure seamless technology adoption, value realization, and long-term retention among enterprise clients. You will be expected to craft and implement playbooks that drive expansion, mitigate churn, and establish proactive engagement models. Furthermore, you will serve as a bridge between your clients and the internal product and engineering teams, ensuring that customer feedback directly informs service optimizations and product enhancements. This role is suited for an experienced professional with a background in leading customer success teams within enterprise SaaS environments. The ideal candidate possesses strong strategic acumen, a track record of managing large-scale accounts, and the ability to mentor and develop talent while navigating complex, high-growth organizational dynamics.
Why Harvey 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 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, emphasizing 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 towards 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: You are a natural leader, with a proven background in leading high performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations, with a specific emphasis on “Strategic”, “Large Enterprise / Enterprise”, and/or top-tier / 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: A leadership style characterized 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 adept at 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: A genuine passion for technology and innovation, constantly seeking novel solutions to complex challenges. Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here . #LI-JM1 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 accom
| Role | Customer Success Leader, Southern Europe & DACH |
|---|---|
| Company | Harvey |
| Location | Paris |
| Type | full-time |
| Compensation | Not disclosed |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
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