# Customer Success Leader, Southern Europe & DACH

**Company**: Harvey
**Location**: Paris
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/891889e0-0a4b-4496-85a6-3d42fb05304d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_644881d9-dd0

## Description

At Harvey, we’re transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.

This is a rare chance to help build a generational company at a true inflection point with strong product-market fit and world-class investor support.

## Role Overview

As the Enterprise Customer Success Leader, 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.

## Responsibilities

- Lead by example: lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.

- Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey.

- Inspire and mentor your team, elevating their capabilities to become strategic partners through influencing and advising decision makers and fostering customer advocacy.

- Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.

- Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure we are multi-threaded within customer accounts.

- 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.

- Ensure we develop a feedback flywheel, turning customer insights into meaningful product enhancements and service optimizations.

## Requirements

- Leadership experience: proven background in leading high-performing customer success teams within late-stage or post-IPO Enterprise SaaS organizations.

- 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.

## Skills

### Required
- leadership
- strategic acumen
- empathy
- influence
- communication
- agility
- innovation

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/891889e0-0a4b-4496-85a6-3d42fb05304d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)