扩展客户成功经理，EMEA
Scaled Customer Success Manager, EMEA
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领域专业知识，我们正在重塑未来数十年关键知识工作的完成方式。
这是难得的机会，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与市场契合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，成长机会——个人、职业和财务方面——是无与伦比的。
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，互相推动追求卓越。我们秉持三个价值观：决断力、简洁性以及“工作未完成”。我们在清晰判断的基础上快速行动，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的人一起，做出职业生涯中最出色的工作，我们期待与你共同创造。
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
扩展客户成功经理加入Harvey的扩展客户成功团队，负责在大量客户群中推动留存、续约和扩展成果。该团队的使命是规模化地提供战略性和高效的价值——确保客户深入采用Harvey的AI解决方案并有信心续约。该职位负责一组客户的完整商业生命周期，结合咨询式客户互动与数据驱动的续约策略，以最大化净收入留存率。扩展客户成功经理会与销售、法律工程和产品团队紧密合作，将客户反馈转化为路线图影响和扩展机会。这是一个难得的机会，在AI创新与客户价值交付的交汇点上塑造一个不断增长的职能。
你将负责
- 负责指定客户群的续约和扩展，通过积极的商业互动实现净收入留存和毛收入留存目标。
- 领导规模化客户互动活动，包括季度业务回顾（QBR）、价值评估和赋能会议，以最大化产品采用率并展示持续的投资回报率。
- 使用数据和分析监控客户健康状况，及早识别流失信号并执行结构化的干预计划以保护客户留存。
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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
The Scaled Customer Success Manager joins Harvey's Scaled Customer Success team to drive retention, renewal, and expansion outcomes across a high-volume book of business. The team's mission is to deliver strategic, efficient value at scale—ensuring customers adopt Harvey's AI solutions deeply and renew with confidence. This role owns the full commercial lifecycle for a portfolio of accounts, blending consultative customer engagement with a data-driven renewals motion to maximize net revenue retention. Scaled CSMs partners closely with Sales, Legal Engineering, and Product to translate customer feedback into roadmap influence and expansion opportunity. It is a rare opportunity to shape a growing function at the intersection of AI innovation and customer value delivery.
WHAT YOU'LL DO
- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
- Lead scaled customer engagement motions—including QBRs, value reviews, and enablement sessions—to maximize product adoption and demonstrate ongoing ROI.
- Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue.
- Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
- Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
- Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion.
WHAT YOU HAVE
- 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
- Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
- Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
- Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
- Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
- Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.
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