Customer Success Manager

Summary

Join iManage as a remote Customer Success Manager and work with a global team using cutting-edge technology. You will be responsible for ensuring iManage Cloud customers achieve value from their subscriptions by identifying and delivering business outcomes. This role involves improving customer interactions, achieving outcomes across all products and services, and building strong relationships with key stakeholders. You will collaborate with various internal teams to deliver value, drive adoption, and ensure customer retention. The position requires a Bachelor's degree, 3-5 years of relevant experience, and excellent communication and project management skills. Occasional travel may be required.

Requirements

• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
• 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 resolutions

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 the 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 bring 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

• Flexible work hours that empower me to balance personal time with professional commitments
• 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
• Market competitive salary
• Annual performance-based bonus
• Comprehensive Health/Vision/Dental/Life Insurance
• 401k Retirement Savings Plan with a company match up to 4%
• Enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave
• Flexible time off policy
• Multiple company wellness days each year to prioritize mental health and well-being
• 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