Mid-Market Customer Success Manager (Toronto) @Harvey

Overview

As a Mid-Market Customer Success Manager at Harvey, you will guide clients through their journey with the company’s technology, ensuring adoption and maximizing value. This role is pivotal in supporting law firms and in-house teams, focusing on client relationship management and process improvement.

Key Responsibilities

• Lead the integration of Harvey into client workflows, ensuring seamless adoption of AI solutions.
• Train and enable end users to adopt Harvey as an essential product.
• Manage client relationships as the primary contact for over 40 mid-market clients, delivering a superior customer experience.
• Create processes that enhance scalability, including documentation and automation.
• Utilize metrics to drive strategies for client satisfaction and ROI.
• Encourage user engagement and transform clients into advocates.
• Monitor customer health to ensure satisfaction and renewal readiness.
• Provide feedback to internal teams for continuous product improvement.

Requirements

• Experience in legal firms or SaaS organizations, managing multiple client cases or customers.
• Excellent communication and strategic planning skills.
• Results-driven with the ability to prioritize competing tasks.
• Empathetic team player with a collaborative mentality.
• Experience with Salesforce and Catalyst preferred but not required.

Benefits

• Opportunity to impact AI technology and innovation in client operations.
• Contribute to the growth of the Customer Success program.
• Collaborative work environment promoting growth and learning.

Location

Remote (with a preference for candidates in Canada).

How to Apply

Interested candidates can apply through the company’s application portal.

Deadline

No deadline specified.