客户成功经理，中型市场，EMEA
Customer Success Manager, Mid Market, EMEA
为什么选择哈维
在哈维，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的专业知识，我们正在重塑未来数十年的关键知识工作。
这是一个难得的机会，帮助打造一家具有时代意义的公司，在真正的转折点上参与其中。我们拥有强大的产品市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个新类别。这项工作充满雄心，标准很高，个人、职业和财务上的成长机会无与伦比。
我们的团队行动迅速，有主人翁意识，并对使命充满热情——以高强度运作，贴近客户，互相推动追求卓越。我们秉持三个价值观：果断、简洁、工作未完成。我们基于清晰的判断快速行动，而非等待完美信息；我们相信简洁才是可扩展的；我们从不满足于现状。如果你希望与志同道合的人一起，做出职业生涯中最出色的工作，我们期待与你一起创造。
在哈维，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概览
作为哈维中型市场的客户成功经理，你将负责客户的价值实现，帮助顶级企业和领先律师事务所定义法律工作的未来。你将成为客户信赖的专家，引导他们将AI整合到律师和其他专业人士的日常工作中。你不仅会帮助客户识别哈维的使用场景，还会帮助改变法律实践的方式。你将深度融入客户的业务流程和工作流，建立持久的关系，并与客户经理合作，推动哈维的战略合作续约和扩展。
你将负责的工作
- 上线支持：将哈维整合到客户的工作流程中，为管理员提供数据驱动的最佳实践，确保我们的AI解决方案得到最佳使用。
- 培训与赋能：在与终端用户会面时，展示哈维的力量，将哈维定位为战略法律工作的关键工具。
- 客户关系：作为主要联系人，应对复杂的组织结构，培养拥护者，接触高管买家，建立忠诚的哈维倡导者。
- 成功指标：与客户对齐采用率、可衡量的价值和积极的AI体验，以确保客户价值实现和投资回报。
- 业绩追踪：监控客户使用情况，定期评估客户满意度，确保客户持续获得价值。
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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 a Mid Market Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms. You’ll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals. You will not only help customers to identify use cases for Harvey, but also help transform the practice of law. You’ll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey’s strategic partnerships.
WHAT YOU’LL DO
- Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions.
- Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
- Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
- Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
- Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
- Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform
- Travel may be required from time to time, including visits to customer office locations and company offices.
WHAT YOU HAVE
Ideal candidates for the Mid Market CSM role at Harvey can demonstrate comfort and experience with the following qualifications:
- 3-4+ years in customer-owning roles at tech or SaaS platforms
- Adapting seamlessly in the face of high-speed change and growth
- Strategic planning, revenue-based prioritization
- Managing a high volume of customer-facing projects and timelines
- Running in-person meetings w/ executives
- Mapping an organization and influencing stakeholders
- Driving key customer metrics and outcomes
- Owning a revenue, expansion, and renewal target
- Demonstrating a strong point of view and proactive self-management
- Working cross-functionally with Product and Sales teams
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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