Enterprise Customer Success Manager

Toronto · Full-time · Hybrid · Posted Oct 14, 2026

At a glance

The Enterprise Customer Success Manager will guide clients through their journey with Harvey, ensuring they adopt and derive maximum value from the platform.
This role involves acting as a trusted advisor to integrate Harvey's AI solutions into the business processes and workflows of top enterprises and law firms.

Lead the integration of Harvey into client workflows to ensure seamless adoption and optimal use of AI solutions.
Evangelize the power of LLMs and enable end users to adopt Harvey on a daily basis.
Serve as the primary contact for clients using a prescriptive and consultative approach.
Act as a thought partner to deliver a superior customer experience.
Leverage adoption rates, utilization metrics, and KPIs to drive strategies for client satisfaction and ROI.
Encourage user and stakeholder engagement to transform them into Harvey advocates.
Monitor customer health using analytics and feedback to ensure readiness for renewal and expansion.
Relay client insights to internal teams to aid in product and service improvement.
Travel to customer office locations and company offices as required.

Background in Enterprise SaaS, legal (big law), or top-tier management consulting firms.
Direct experience managing large-scale technology projects.
Excellent communication and strategic planning skills.
Ability to influence stakeholders at various levels.
Results-driven with the ability to prioritize competing tasks and demanding customers.
Team-first mentality with a committed, collaborative, and proactive approach.

Opportunity to be at the forefront of AI technology and innovation.
Opportunity to contribute to the growth and direction of the Customer Success program.
Collaborative work environment that promotes growth, learning, and development.

Travel may be required from time to time, including visits to customer office locations and company offices.