Enterprise Customer Success Manager, Toronto
Enterprise Customer Success Manager, Toronto
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Job Description
Why Harvey
At Harvey were 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 were 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 500 customers in 50 countries strong product-market fit and world-class investor support were 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 work together to 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 were just getting started.
Role Overview
As an Enterprise Customer Success Manager youll 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. Youll act as a trusted advisor deeply integrating Harvey into their business processes and workflows.
What Youll 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 clients with a prescriptive and consultative approach and serving 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 our internal teams aiding in the 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.
What We Offer
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 are an AI company and we use AI to improve all of our processes including in the recruitment process. Whilst we do use AI to help improve efficiency in our recruitment process we do not rely on AI to make any automated decisions and ensure that a human reviews AI 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 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 .
Required Experience:
Manager
Employment Type
Full-Time
