Strategic CSM: Mid-Market, AI-Driven Legal Tech

Harvey, Inc.; Toronto; On-site; CAD 176,000 - 204,000; Full time

Benefits offered by this job

Frontier AI technology

Growth and development opportunities

Collaborative work environment

Job summary

Harvey, Inc. is a leading AI-powered legal and professional services platform. We are hiring a Customer Success Manager to guide mid-market clients through adoption and maximize value from Harvey’s technology.

You will integrate Harvey into client workflows, evangelize its benefits, and design scalable solutions that drive efficiency across law firms and in-house teams. The role emphasizes strategic thinking, empathy, and measurable outcomes.

Qualifications

• Experience managing a high volume of client cases or customers.
• Strong communication and strategic planning skills.
• Ability to prioritize competing tasks and demanding customers.
• Empathetic, collaborative team player with a client-first mindset.

Responsibilities

• Lead strategic implementation of Harvey into client workflows.
• Train end users to adopt Harvey and promote it as a must-have product.
• Serve as primary contact for 40+ mid-market clients with prescriptive guidance.
• Create scalable processes, playbooks, self-help materials, and email cadences.
• Use analytics to monitor adoption, ROI, and customer health.
• Encourage user engagement and advocate for Harvey within client organizations.
• Provide feedback to internal teams to improve product and services.

Skills

Legal industry experience

Strategic planning

Excellent communication

Client relationship management

Team player, collaborative

Tools

Salesforce

Catalyst

Job description

Harvey, Inc. is a leading AI-powered legal and professional services platform. We are hiring a Customer Success Manager to guide mid-market clients through adoption and maximize value from Harvey’s technology.

You will integrate Harvey into client workflows, evangelize its benefits, and design scalable solutions that drive efficiency across law firms and in-house teams. The role emphasizes strategic thinking, empathy, and measurable outcomes.