Customer Experience Measurements and Insights Lead

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate connect and learn from peers - while also maintaining the flexibility for meaningful work-life balance. 
Being a Customer Experience Measurement & Insights Manager at iManage Means… 

You are an analytical leader who owns how iManage measures understands and acts on customer experience. This role is responsible for the accuracy consistency and strategic value of CX data across the organization — connecting the metrics each team generates into a coherent trusted picture of customer health at the company level. You'll work across a broad Customer Experience organization spanning Customer Success Professional Services Adoption & Knowledge Business Innovation and PMO. This role sits within Customer Experience Operations reporting to the Senior Director of CX Services & Operational Excellence.
This is not a purely strategic role. You'll think at the organizational level and roll up your sleeves in the data.
iM Responsible For…

• Owning and maturing the CX measurement framework: establishing common definitions data standards and governance that connect team-level metrics into a shared reliable view of customer experience. You'll do this work directly not just advise on it.
• Taking end-to-end ownership of iManage's Customer Health Score: refining the methodology in partnership with SMEs validating inputs against real business outcomes and evolving the model as our product and customer base change. You'll work in the data not around it.
• Synthesising insights across the CX organization: connecting data from CX platforms (including Gainsight and AskNicely) product usage support (Zendesk) and commercial systems to surface meaningful patterns. Translating those patterns into clear narratives that inform decisions at the senior leadership level.
• Acting as the connective layer between CX and the wider business: working cross-functionally with Product Sales Engineering and Finance to align on shared data definitions creating the contracts and documentation that make CX insights actionable beyond the CX org.
• Ensuring CX data is trusted well-documented and accessible: building the processes and reporting standards that allow teams across the organization to interpret customer insights consistently. This includes building and maintaining the dashboards and reports yourself.
• Driving insight-led activation: moving from measurement to action by partnering with team leads to translate what the data shows into concrete initiatives then tracking whether those initiatives improve outcomes.
• Championing a culture of data-driven decision-making across the Customer Experience team and beyond: serving as the subject-matter expert on CX metrics measurement gaps and best practices.

• 5–7+ years of experience in data analytics CX measurement or customer insights; ideally in a B2B SaaS environment
• Demonstrable experience building owning or significantly improving a customer health model measurement framework or CX analytics function
• A background of strong hands-on data skills: you can define a methodology pull and validate data and build a dashboard
• Comfort working with complex multi-source datasets and a clear instinct for separating signal from noise
• Experience performing and interpreting statistical analysis and communicating findings in plain language to senior stakeholders — storytelling is as important as the analysis
• Proven ability to build relationships across large complex organisations

• Experience with platforms such as Gainsight Salesforce Totango in an analytics or reporting context
• Familiarity with legal tech professional services technology or enterprise content management
• Experience working in or closely with a Customer Success or Professional Services organisation

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage we are committed to building a diverse and inclusive environment and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways! 

iM Getting To… 

• Join a rapidly evolving industry-leading SaaS company on an exciting journey of growth and scalability!  
• Take on meaningful high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.  
• Own my career path with our internal development framework. Ask us more about this!  
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.  
• Be part of a supportive and experienced team within a dynamic inclusive and encouraging culture.  
• Enjoy flexible work hours that empower me to balance personal time with professional commitments.  
• Collaborate in a modern open-plan workspace featuring a gaming area free snacks and drinks and regular social events.  

iManage Is Supporting Me By... 

• Creating an inclusive environment where I can help shape the culture not just by fitting in but by adding to it. 
• Providing a market competitive salary that is applied through a consistent process equitable for all our employees and regularly reviewed based on industry data. 
• Rewarding me with an annual performance-based bonus. 
• Offering comprehensive Health/Vision/Dental/Life Insurance and a 401k Retirement Savings Plan with a company match up to 4%.  
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave and 10 weeks 100% paid for secondary leave.  
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation volunteering celebrating holidays spending time with family or simply taking time to recharge and reset. 
• Having multiple company wellness days each year to prioritize mental health and well-being.  
• Providing access to RethinkCare a global behavioral health platform that enhances personal well-being strengthens professional resilience and empowers parental success through expert-led training and resources.  

The overall US annual base salary range for this position is $150000 - $190000 per year. Individual compensation for each candidate depends on factors such as qualifications experience and candidate location. This range does not include additional forms of compensation such as bonuses commission or benefits. Your recruiter will provide further details about the offer range incentives and overall compensation during the hiring process. 

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received please send them to [email protected] so our team members can review. 

About iManage… 

At iManage we are dedicated to Making Knowledge Work™. Our intelligent cloud-enabled and secure platform is trusted by 4100+ customers and 430000 users worldwide managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.  

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.  

So we’re looking for people who embrace challenges. People who thrive on solving problems pushing boundaries and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality empower our employees to grow unlock their potential and create a meaningful impact on everything we do.  

Whoever you are whatever you do however you work. Make it mean something at iManage. 

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.  
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training. 

Learn more at: www.imanage.com  

Please see our recruitment privacy statement for more information on how we handle your personal data. 

What We Do

iManage is dedicated to Making Knowledge Work. Over one million professionals across 65+ countries rely on our intelligent cloud-enabled secure knowledge work platform to uncover & activate the knowledge that exists inside their business content and communications. We are continuously innovating to solve the most complex professional challenges & enable better business outcomes. Our work is not always easy but it is ambitious & rewarding. We are a people-first company where our employee's wellbeing is our #1 priority! That’s why we offer generous paid time off private benefit packages that include Health/Vision/Dental/Life plus our employee assistance program (EAP) and HealthyMinds app to support your mental health and wellbeing. We realize that work is more than just a paycheck; it’s an important part of living and growing. We strive to have a positive impact on families and a commitment to creating an organization where everyone can thrive. We’re on a mission to foster an environment where everyone makes progress innovates and comes together as part of a best-in-class workplace. Everyone at iManage plays an important part in achieving our vivid future.

Why Work With Us

We’re looking for people who love a challenge. People who are happiest when they’re working hard solving problems and collaborating with the industry’s best and brightest. In exchange we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible.

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