Customer Success Manager

Summary

Join iManage as a remote Customer Success Manager, focusing on Latin American and North American iManage Cloud customers. You will be responsible for ensuring customer value, improving interactions, and achieving outcomes across all products and services. This role involves building strong relationships with customers and internal teams, driving customer adoption and retention, and acting as a customer advocate. You will create and execute plans to meet customer needs, analyze customer health metrics, and design effective communication strategies. The position requires fluency in English, Spanish, and Portuguese, along with 3-5 years of experience in a relevant field and a bachelor's degree. iManage offers a supportive team environment, flexible work hours, and a comprehensive benefits package.

Requirements

• Fluency in English, Spanish, and Portuguese, with strong multilingual communication skills
• A minimum of 3-5+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• Excellent business communication, organizational and project management skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolution
• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent

Responsibilities

• Provide management of assigned Cloud customer portfolio, establishing relationships with key customer contacts, addressing customer feedback and outcomes, while focusing on customer retention and striving for customer advocacy
• Create and enforce plans that will help meet the needs of customer, working diligently to resolve customer blockers
• Understand and consistently validate customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions
• Design, develop and optimize customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn
• Establish a scalable communication cadence with assigned customer portfolio to add value and proactively discuss business needs and identify any risks to subscription renewal
• Serve as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s outcomes
• Work with customers and Channel to implement success programs and provide success plays
• Act as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption
• Build and maintain strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in assisting in achievement of customer outcomes
• Prepare and present customer Business Value Reviews and Joint Success/ Impact Plan Reviews to monitor progress towards customer outcomes achievement
• Gain and leverage account intelligence to drive best practices throughout the customer lifecycle
• Understand customer segment for how the customer uses differing iManage solutions to achieve value and desired outcomes

Preferred Qualifications

• A working knowledge of iManage products
• Used Totango, SalesForce and ticketing systems
• An ability to work well independently and as part of a team
• A PMP certification
• Experience implementing cloud software
• Experience working in a law firm or a corporate legal team

Benefits

• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols
• Own my career path with our internal development framework
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!
• 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%
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits
• 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
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more