Customer Success Manager, Enterprise, Munich
harvey
Híbrido
Munich
Customer Success
Job Score
90 pts
Hybrid model (+80)
Customer Success (+10)
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. With 1500+ customers in 60+ countries, 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 an Enterprise 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
What You Have
Ideal candidates for the Enterprise 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 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].
#LI-LE1
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
About Customer Success
Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
Key skills include account management, churn analysis, NPS, onboarding, upsell, and cross-sell. Knowledge of CS tools like Gainsight, Totango, and ChurnZero is a differentiator.
CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Administrative
The Administrative area is responsible for ensuring the efficient functioning of all organizational operations. Administrative professionals manage processes, human resources, procurement, and facility management.
Key skills include process management, Office 365, administrative ERPs, compliance, and people management. Knowledge of automation and AI tools is becoming increasingly relevant.
The digitization of administrative processes has created new opportunities for professionals who master technology and management.
About Backend
The Backend area is responsible for all server logic, APIs, databases, and infrastructure that support web and mobile applications. Backend professionals ensure that systems are scalable, secure, and performant.
Key skills include languages like PHP, Java, Python, Ruby, Go, and Node.js, frameworks like Laravel, Spring Boot, Django, and Express, databases (MySQL, PostgreSQL, MongoDB, Redis), software architecture (clean architecture, DDD, microservices), and API security (OAuth, JWT).
Backend developers in technology companies are highly valued, especially those who master microservices architecture, cloud computing, and high-scale performance. The field offers opportunities from junior developer to software architect, with a focus on scalability, security, and efficiency.
About Automation Engineer
The Automation Engineer is the professional responsible for designing, developing, and implementing solutions that automate manual and repetitive processes in IT, infrastructure, testing, and operations. They combine programming knowledge with DevOps and SRE vision to eliminate manual tasks and increase operational efficiency.
Key skills include Infrastructure as Code (Terraform, Ansible, Pulumi), CI/CD (Jenkins, GitHub Actions, GitLab CI), test automation (Selenium, Cypress, Playwright), network automation (Netconf, SDN), RPA (UiPath, Power Automate), and scripting (Python, Bash, PowerShell). Knowledge of Kubernetes, GitOps (ArgoCD, Flux), and automation platforms is a differentiator.
Automation Engineers in technology companies are highly valued, especially those who can create automated deployment pipelines, self-healing infrastructure, and internal developer platforms (IDP). The field offers opportunities from junior automation engineer to automation architect and head of automation.
About SEO Analyst
The SEO Analyst is the professional responsible for optimizing websites for search engines, increasing organic visibility and qualified traffic. With the growing importance of digital marketing, SEO professionals are fundamental to any online presence strategy.
Key skills include on-page and off-page SEO, technical SEO, keyword research, SEO audits, link building, optimized content creation, and metrics analysis. Tools like Google Search Console, Google Analytics, Ahrefs, Semrush, Moz, and Screaming Frog are essential for daily work.
SEO analysts in technology companies are highly valued, especially those who master technical SEO, Core Web Vitals, and data-driven content strategies. The field offers opportunities from junior analyst to head of SEO, with a focus on organic growth, domain authority, and return on investment.
About Communications
The Communications area is strategic for building and maintaining a company's institutional image. It encompasses corporate, internal, and external communication, public relations, press office, and reputation management. Communications professionals are responsible for delivering consistent messages that strengthen the employer brand and market positioning.
Key skills include strategic writing, communication planning, crisis management, media relations, corporate content production, event organization, and digital communication. Knowledge of communication CRMs, press release distribution platforms, and media monitoring tools (Meltwater, Cision) is a differentiator.
Corporate communicators in technology companies are highly valued, especially those who master change communication, employee engagement, and digital communication. The field offers opportunities in startups, scale-ups, and large corporations, with a focus on storytelling, organizational culture, and innovation communication.