Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving value realization and commercial renewals for mid-market legal and professional services clients with an accent on retention and net-revenue-retention (NRR). Focus on integrating agentic AI into professional workflows, managing the full renewal lifecycle, and quantifying ROI for executive stakeholders.

Location: Madrid, Spain

Company

Harvey is an AI platform transforming how legal and professional services operate by combining frontier agentic AI with deep domain expertise.

What you will do

• Own the full renewal lifecycle and lead commercial conversations to meet retention and NRR targets.
• Onboard customers and integrate AI solutions into their daily workflows using data-backed best practices.
• Foster relationships with executive and economic buyers to build long-term advocacy within complex organizations.
• Identify expansion opportunities and partner with Account Executives to grow strategic partnerships.
• Monitor account health, identify at-risk customers, and execute structured churn-mitigation plans.
• Represent customer needs internally by relaying insights to Product and Engineering teams.

Requirements

• 3–4+ years of experience in customer-owning roles at SaaS or tech platforms.
• Proven track record of owning and delivering against revenue, retention, or NRR targets.
• Experience managing the end-to-end renewal motion, including forecasting and commercial negotiations.
• Ability to quantify and communicate ROI and measurable business value to stakeholders.
• Strong skills in organization mapping and influencing executive sponsors.
• Must be based in Madrid, Spain.

Culture & Benefits

• Opportunity to build a generational company at a true inflection point in the AI space.
• High-intensity environment with a focus on ownership, decisiveness, and excellence.
• Collaborative culture with a fast-moving team and world-class investor support.
• Significant potential for personal, professional, and financial growth.