Principal Customer Success Manager Large Law

• Managing day-to-day interactions with your assigned portfolio of strategic law firm customers addressing feedback outcomes and product inquiries while prioritizing customer retention and advocacy.
• Developing and executing plans that address client needs proactively resolving blockers and ensuring seamless delivery of services.
• Validating customer outcomes through direct conversations analysis of health metrics and success feedback sessions tailored to the legal industry.
• Designing developing and optimizing strategies to increase adoption loyalty and engagement among large law firms minimizing churn and driving retention.
• Establishing regular communication cadences with strategic law firm clients to proactively discuss business needs add value and identify risks to subscription renewal.
• Acting as the trusted central point of contact bringing in subject matter experts as needed to meet the unique requirements of each law firm.
• Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage.
• Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.
• Collaborating with customers and channel partners to implement success programs and provide tailored success plays.
• Advocating internally between law firm clients and business functions (support product management professional services training) to ensure the right resources are engaged to overcome adoption obstacles.
• Building and maintaining strong relationships with colleagues in sales channel support product management and partner enablement to foster collaboration and drive customer activities.
• Leveraging account intelligence and industry trends to promote best practices throughout the customer lifecycle for large law firms.
• Staying ahead of competitive developments within the legal industry to provide strategic guidance and maintain customer satisfaction.

• Experience dealing with a portfolio of enterprise level high-value strategic customers.
• A minimum of 10+ years experience Management Consulting Relationship Management or Customer Success in a SaaS environment.
• Experience managing working with and presenting to C-Suite Stakeholders.
• Experience managing Fortune 500 accounts & customers.
• A Bachelor’s Degree in Business Business Administration Information Management or the equivalent.
• Excellent business communication organizational and project management skills.
• Ability to create structure in ambiguous situations and design effective processes.
• A high level of resourcefulness to be able to independently seek out resolutions.

• Legal industry knowledge.
• A working knowledge of iManage products and solutions.
• Used CSM software Salesforce and/or ticketing systems.
• A PMP or ITIL certification.
• Experience implementing enterprise cloud and/or security platform solutions. 

• 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. 

• 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.  

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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