About this role
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise to reshape how critical knowledge work gets done. Guided by values of decisiveness, simplicity, and job's not finished, the team moves fast, stays close to customers, and scales rapidly in a defining category.
As a Mid-Market Customer Success Manager in Toronto, this practitioner acts as a trusted advisor to help clients adopt and derive maximum value from AI technology, while designing scalable one-to-many solutions for a broad mid-market base. The role exists to manage relationships for over forty clients, drive product integration into daily workflows, and build out documentation and playbooks for long-term operational efficiency.
Ideal candidates bring background experience from law firms or software organizations handling high volumes of accounts, paired with strong strategic planning abilities and a collaborative, results-driven approach. Professionals who thrive here excel at ruthlessly prioritizing tasks, communicating consultatively, and championing user adoption to ensure high satisfaction and renewal rates.
What you will do
- Lead the integration of Harvey into client workflows to guarantee seamless adoption and optimal use of AI solutions.
- Meet with end users regularly to train them on large language models and establish the product as a daily essential.
- Manage a portfolio of over forty mid-market clients using a prescriptive and consultative approach.
- Design operational scalability through documentation, playbooks, self-help materials, email cadences, and automation.
- Track adoption rates and key performance metrics to drive satisfaction strategies and secure high return on investment.
- Monitor customer health via analytics and feedback to ensure readiness for renewals and expansion opportunities.
- Relay actionable client insights back to internal teams to guide continuous product and service improvements.
What you need
- Professional background gained within legal firms or software organizations managing high volumes of client accounts.
- Strong communication capabilities and strategic planning skills for influencing stakeholders at various organizational levels.
- Results-driven mindset focused on ruthlessly prioritizing competing tasks and demanding customer needs.
- Collaborative and empathetic team player profile characterized by a structured and motivated approach.
Nice to have
- Experience with Salesforce
- Experience with Catalyst
Benefits
- Front-row participation in advanced AI technology and innovation
- Opportunity to shape the growth and direction of the Customer Success program
- Collaborative work environment focused on learning and development
Skills and tech stack
Questions candidates ask
What is the salary and commission structure for this role?
The compensation range is CA$91,500 to CA$125,000 OTE structured on an 80/20 split.
Where is the position located?
This role is based in Toronto.
What tools are preferred for this position?
Experience with Salesforce and Catalyst is preferred, though not required.
How many clients will I be responsible for managing?
You will serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach.