Hybrid Head of Customer Success

at Harvey

• Job title: Head of Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Head of Customer Success for EMEA leading the scaling of Customer Success teams across Europe. Manage executive relationships and drive customer retention and expansion in a rapidly growing company.

Responsibilities

• Build, lead, and develop a high-performing group of Customer Success teams across the EMEA region. Coach and mentor team members to achieve individual and team goals.
• Own executive relationships with Harvey's largest and most strategic enterprise customers. Serve as the escalation point for critical customer issues and partner with customers on long-term success planning.
• Drive net revenue retention (NRR) and gross revenue retention (GRR) by ensuring customer adoption, satisfaction, and readiness for renewal and expansion opportunities.
• Build and refine scalable Customer Success processes, playbooks, and best practices. Implement data-driven approaches to customer health monitoring, risk mitigation, and success planning.
• Partner closely with Sales, Product, and Marketing teams to ensure seamless customer experiences, inform product roadmap decisions, and drive customer advocacy. Work in close alignment with AMER & APAC Customer Success leadership to share best practices globally.
• Define and track key success metrics including adoption rates, customer health scores, NPS, NRR, and GRR. Provide regular reporting and insights to senior leadership.
• Champion the voice of the customer internally, relaying insights to Product and Engineering teams to drive continuous improvement.

Requirements

• 8+ years of experience in Customer Success, Account Management, or related roles within SaaS, legal technology, or top-tier management consulting firms.
• 5+ years of direct people management experience and 3+ years as second line manager, with a track record of building and scaling high-performing Customer Success teams.
• Demonstrated success in driving customer retention and expansion in enterprise environments with complex stakeholder landscapes.
• Excellent communication, executive presence, and strategic planning skills, with the ability to influence stakeholders at all levels including C-suite executives.
• Results-driven mindset with the ability to ruthlessly prioritize competing tasks and manage demanding customers seamlessly.
• Strong analytical skills with experience using data to drive strategy and decision-making.
• A collaborative and proactive team-first mentality.
• Familiarity with AI technologies, large language models, or related fields is advantageous.

Benefits

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
• An opportunity to shape and lead the growth of a rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.