Scaled Customer Success Manager (Public Sector)
•Boxinc· 2h
🎧 Support⏰ Full-time📈 Mid Level💰 $81k-102k🇺🇸 New York, USA
2h ago
Harvey·2 months ago
At Harvey, we’re 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, we’re 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 1000+ customers in 58+ countries, strong product-market fit, and world-class investor support, we’re 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 we’re just getting started.
Formerly known as Legal Product Specialist
Harvey’s Legal Engineer - Product Specialists are experienced lawyers from top-tier firms who leverage their legal expertise to help customers seamlessly integrate Harvey into their daily workflows—driving adoption, increasing utilization, and supporting long-term expansion and renewal. Legal Engineer - Product Specialists collaborate closely with Harvey’s Customer Success Managers and Account Executives to drive all facets of the post-sales strategy. They develop consultative relationships with law firm partners, associates, innovation teams, and in-house counsel at private equity firms and Fortune 500 companies—serving as trusted advisors on how Harvey’s AI solutions can enhance legal effectiveness and efficiency.
Legal Engineer - Product Specialists draw on their legal training and practice experience to ask thoughtful questions, uncover adoption barriers, and develop tailored strategies that build credibility with customers. They partner with Customer Success Managers and Account Executives to communicate Harvey’s value through a mix of large group sessions, small workshops, and one-on-one conversations.
In our Toronto office, you will be the face of Harvey in Canada—building trust with partners at leading law firms, corporates, and financial institutions across the country; advising them on how Harvey can transform research, drafting, diligence, and compliance; and feeding market insights back to Product and GTM more broadly.
Build trusted relationships with law firm and in-house legal teams by understanding their unique workflows and offering tailored guidance on how to incorporate Harvey’s AI into their daily practice.
Design and lead onboarding sessions, training workshops, and ongoing enablement programs that drive adoption and maximize the value of Harvey’s platform.
Act as a strategic partner to Customer Success Managers and Account Executives to identify expansion opportunities and support renewal efforts through demonstrated impact and engagement.
Proactively surface obstacles to adoption by engaging users with thoughtful questions and legal empathy, then develop and implement strategies to overcome them.
Translate legal practice needs into actionable feedback for the product and engineering teams, helping to shape product development through a lawyer’s lens.
Monitor usage trends and identify at-risk accounts or untapped opportunities, working cross-functionally to re-engage users and showcase new or underutilized capabilities.
Contribute to customer-facing content geared toward the Canadian region (e.g., training materials, use case guides, FAQ resources) to ensure continued customer success across a range of practice areas.
Support the credibility and brand of Harvey in the Canadian region as the leading AI platform for lawyers by delivering high-quality, domain-specific guidance that meets the expectations of top-tier legal professionals.
Based in Toronto and eligible to work in Toronto
Toronto practising certificate (or equivalent common-law qualification) with 3+ years experience as a qualified lawyer at a top-tier firm (e.g., Band 1 Chambers / AFR Top 10).
Executive engagement skills and presence, with an ability to establish strong relationships with key decision makers and build credibility at all levels.
Outstanding presentation skills to both legal and executive audiences, whether impromptu on a whiteboard or using presentations and demos.
Strong understanding of legal processes and challenges faced by legal professionals.
Curiosity about AI’s potential to transform the legal industry.
Sales or customer-facing experience, including law firm business development and/or secondment, is a plus, as is experience directly managing law firm client matters and client relationships.
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.
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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 [email protected]