Mid-Market Customer Success Manager (Toronto)

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.

Responsibilities

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

Requirements

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

Nice to have

Salesforce; Catalyst

Benefits

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