Mid-Market Customer Success Manager

Harvey; Toronto; On-site; CAD 125,000 - 145,000; Full time

Job summary

Harvey in Toronto, Ontario, is seeking a Customer Success Manager to guide clients through their Harvey journey, ensuring adoption and maximum value from our AI-driven platform for law firms and in-house teams.

You will own strategic implementations for 40+ mid-market clients, train users, build scalable playbooks, monitor success metrics, and drive renewals and expansions as part of a fast-growing, mission-driven team.

Qualifications

• Experience managing a high-volume set of client cases or customers.
• Excellent communication and strategic planning skills.
• Ability to prioritize tasks and handle demanding customers.
• Empathetic, collaborative with a team-first mentality.
• Experience with Salesforce and Catalyst preferred but not required.

Responsibilities

• Lead the implementation and adoption of Harvey for 40+ mid-market clients.
• Train end users to adopt Harvey as a must-have product.
• Serve as primary contact, delivering a superior customer experience.
• Create scalable processes: playbooks, self-help materials, email cadences.
• Monitor adoption, benchmarks, and ROI to guide strategy.
• Encourage stakeholder engagement, turning users into advocates.
• Monitor customer health and readiness for renewal/expansion.
• Relay client insights to internal teams for product improvements.

Skills

Client relationship management

Communication skills

Strategic planning

Prioritization under pressure

Team player

Tools

Salesforce

Catalyst

Job description

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.

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. We have 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 a 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 both law firms and in-house teams. 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. This individual will also have a chance to design and deploy scalable 1:many solutions that will impact how we serve our broad mid-market customer base in a highly efficient manner at scale.

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 as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a "must have" product.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics 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 our internal teams, aiding in the continuous improvement of our product and services.

What You Have

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
• 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 empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
• Experience with Salesforce and Catalyst, are preferred, but not required.

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 Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.

Compensation Range

$125,000 - $145,000 OTE

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

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 [e-mail]