Senior Customer Success Playbook Manager

Summary

Join iManage as a Senior Customer Success Playbook Manager and take a leading role in developing, maintaining, and optimizing customer success playbooks across the entire customer lifecycle. You will be the architect of the CS playbook strategy, codifying best practices and enabling the CS team to deliver exceptional customer experiences. This remote position requires a strategic mindset and hands-on execution, working closely with leadership to translate the customer success vision into actionable playbooks. You will build and manage a comprehensive enablement program, ensuring high adoption and effective utilization of playbooks. Your work will directly impact the ability to scale customer success plans efficiently while maintaining consistency and quality. This role involves cross-functional collaboration and continuous improvement of playbooks to meet evolving customer needs.

Requirements

• A bachelor’s degree in business management, instructional design, or a related field
• 10+ years of experience in SaaS, leadership, or a related role with a proven track record of executing education initiatives that increase efficiency and knowledge across teams
• Knowledge of industry-specific regulatory requirements and instructional design and documentation frameworks
• Experience with subscription-based business models and recurring revenue optimization
• A proven track record of creating and implementing customer success methodologies and playbooks
• Strong analytical skills with experience in using data to inform playbook development and optimization
• Excellent project management abilities with experience managing multiple concurrent initiatives
• Experience with customer success platforms and knowledge management systems
• Strategic thinking and ability to translate high-level goals into actionable playbooks
• A process-oriented mindset with focus on scalability and efficiency
• Customer-centric perspective with deep understanding of customer success principles

Responsibilities

• Design and develop comprehensive playbooks covering all stages of the customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy
• Create specialized playbooks for different customer segments, industries, and use cases while maintaining consistency in overall methodology
• Establish frameworks for handling critical customer scenarios including escalations, at-risk accounts, and expansion opportunities
• Develop playbook components including templates, scripts, email sequences, meeting agendas, and customer-facing materials
• Implement version control and documentation standards to ensure playbooks remain current and accurate
• Partner with CS leadership to identify gaps in current processes and opportunities for standardization
• Analyze customer journey data to identify key touchpoints and moments of truth that require detailed playbook guidance
• Conduct regular audits of existing playbooks to ensure alignment with current business objectives and customer needs
• Define and track metrics to measure playbook effectiveness and impact on customer outcomes
• Lead quarterly reviews to assess playbook performance and prioritize improvements
• Work with Product team to ensure playbooks reflect current product capabilities and upcoming releases
• Collaborate with CX teams to integrate playbooks into onboarding programs for new CS team members
• Coordinate with Marketing to ensure customer-facing materials align with broader company messaging
• Engage with Operations team to implement and optimize playbook-related tools and systems
• Design and deliver training programs to help CS team members effectively utilize playbooks
• Create quick-reference guides and decision trees to support daily playbook usage
• Provide ongoing coaching and support to ensure consistent playbook adoption
• Gather and incorporate feedback from CS team members to improve playbook usability
• Develop certification programs to validate playbook proficiency
• Stay current with industry best practices and innovative approaches to customer success
• Research and recommend new tools and technologies to enhance playbook effectiveness
• Lead initiatives to automate and streamline playbook-driven processes
• Develop frameworks for testing and validating new playbook approaches
• Create systems for capturing and incorporating lessons learned and best practices
• Produce regular reports on playbook utilization and impact on key success metrics
• Present playbook updates and performance insights to leadership team
• Document and communicate playbook changes and updates to relevant stakeholders
• Create high-level summaries of playbook strategy and results
• Maintain clear documentation of all processes, decisions, and methodologies

Preferred Qualifications

• Program management or Instructional design certification
• Knowledge and experience of Legal/LegalTech Industry
• Experience with Camtasia, Adobe Captivate, Presso or SnagIt, Lessonly, Totango or Gainsight

Benefits

• Flexible work hours
• Modern open plan workspace, with a gaming area, free snacks, drinks and regular social events
• Internal development framework
• Access to unlimited courses in LinkedIn Learning
• Inclusive environment
• Market competitive salary
• Annual performance-based bonus
• Comprehensive Health/Vision/Dental/Life Insurance
• 401k Retirement Savings Plan with a company match up to 4%
• Access to HealthJoy, a healthcare concierge service
• 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 and free access to the Healthy Minds app