Enterprise Customer Success Manager, Toronto

Harvey; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading legal tech firm in Toronto is seeking an experienced Enterprise Customer Success Manager to guide clients through their journey with innovative AI solutions. You will ensure seamless adoption and maximum value from technology, working closely with top enterprises and law firms. The role offers a collaborative environment where you can impact client operations directly. Competitive compensation and hybrid working options are included.

Benefits

Opportunity to impact client operations

Collaborative work environment

Growth and learning opportunities

Hybrid working arrangement

Qualifications

• Experienced professionals with a background in Enterprise SaaS legal or top-tier consulting firms.
• Excellent communication and strategic planning skills.
• Results-driven individuals capable of prioritizing competing tasks smoothly.

Responsibilities

• Lead integration of Harvey into client workflows.
• Evangelize the power of LLMs and train end users.
• Serve as the primary contact for clients with a consultative approach.
• Leverage metrics to drive strategies ensuring client satisfaction.
• Encourage user engagement and transform them into advocates.
• Use analytics to maintain customer satisfaction and readiness for renewal.
• Relay client insights back to improve product and services.

Skills

SAAS

Customer Service

Cloud

Account Management

CRM

Salesforce

Client Relationships

Analytics

Job description

Why Harvey

At Harvey we’re transforming how legal and professional services operate, not incrementally but end-to-end. 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 700 customers in 58 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle from early thinking to long‑term outcomes. We stay close to our customers from leadership to engineers and solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.

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, you’ll play a critical role in guiding our clients through their journey with Harvey and help define the future of work at top enterprises and leading law firms. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You’ll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows.

What You’ll Do

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: Evangelize the power of LLMs, meeting with and enabling end users to adopt Harvey daily as it becomes a must‑have product.
• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach, acting as a thought partner to deliver a superior customer experience.
• Success Metrics Management: Leverage adoption rates, utilization metrics, and other KPIs to drive strategies, ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Feedback Loop: Relay client insights back to internal teams, aiding continuous improvement of our product and services.

What You Have

Experienced professionals with a background in Enterprise SaaS legal (big law) or top‑tier management consulting firms, and direct experience managing large‑scale technology projects.

Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.

Results‑driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.

Team players described as committed, collaborative, and proactive with a team‑first mentality.

What We Offer

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients’ businesses operate and thrive.
• An opportunity to contribute to the growth and direction of our rapidly‑evolving Customer Success program, building out best‑in‑class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.
• Be part of building something special as a founding member of our Toronto team.
• Structured hybrid working arrangement: 3 days in our Toronto office, 2 days working from home.
• We use AI to improve all of our processes, including recruitment, but we do not rely on AI for automated decisions and always have a human review the output.

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 any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities; requests can be made by emailing [REDACTED].

Key Skills

• SAAS
• Customer Service
• Cloud
• Healthcare
• Account Management
• CRM
• Salesforce
• Infrastructure
• Client Relationships
• New Customers
• Territory
• Trade Shows
• Sales Goals
• Sales Process
• Analytics

Employment Type: Full-Time • Experience: years • Vacancy: 1