Principal Customer Success Manager

Summary

Join iManage as a Principal Customer Success Manager and work remotely with a global team using cutting-edge technology. You will manage a portfolio of enterprise customers, ensuring they achieve value from their subscriptions. Responsibilities include building strong customer relationships, creating success plans, analyzing customer health metrics, and designing engagement strategies to increase retention. You will collaborate with internal teams and serve as a customer advocate. Occasional travel may be required for team collaboration and company events. This role requires experience managing high-value strategic customers in a SaaS environment and strong communication and project management skills.

Requirements

• 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
• High level of resourcefulness to be able to independently seek out resolutions

Responsibilities

• Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy
• Creating and enforcing plans that will help meet the needs of customers, working diligently to resolve customer blockers
• Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions
• Designing, developing and optimizing customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn
• Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal
• Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs
• Planning and leading initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage
• Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement
• Working with customers and Channel to implement success programs and provide success plays
• Acting 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
• Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities
• Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle
• Understanding competition and staying ahead of the curve

Preferred Qualifications

• Legal and Corporate / Finance Industry Knowledge
• A working knowledge of iManage products and solutions
• Used Totango, SalesForce and ticketing systems
• An ability to work well independently and as part of a team
• A PMP or ITIL certification
• Experience implementing enterprise cloud and/or security platform solutions

Benefits

• 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
• 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
• 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