客户成功负责人，南欧及DACH地区
Customer Success Leader, Southern Europe & DACH
为什么选择Harvey
在Harvey，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方式。
这是一个难得的机会，帮助打造一家具有代际影响力的公司，在真正的转折点上共同成长。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，承担责任，并对使命有深刻承诺——以高强度运作，贴近客户，不断追求卓越。我们秉持三个价值观：果断、简洁和工作未完成。我们更倾向于基于清晰判断快速行动，而非等待完美信息；我们相信简洁才是可扩展的关键；我们从不满足于现状。如果你希望与志同道合、同样充满激情的人一起，做出职业生涯中最出色的工作，我们期待与你携手共创。
在Harvey，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概述
作为企业客户成功负责人，你的职责不仅仅是推动我们技术的采用。作为更广泛的客户成功领导团队的一员，你将制定并执行战略愿景，确保客户实现其目标，强调可扩展性、流程严谨性和手册开发，以推动增长并减少客户流失。
通过富有同理心的领导力和价值导向，你将主导提升续约率和增长的举措，管理和发展人才，并通过主动参与推进客户关系。
你还将积极参与推动我们在如何提供端到端卓越客户体验方面的战略和执行。
你将负责
- 以身作则：带领一支充满活力的客户成功团队实现卓越表现，营造一种责任、执行、成长和持续改进的文化。
- 可扩展性和流程：制定并实施战略改进措施，推动可扩展策略和手册，确保客户旅程各个阶段（包括实施、采用、价值实现、留存和扩展）采用系统化方法。
- 人才辅导与发展：激励团队成员，推动他们的成长和进步。
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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 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 https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.
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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