Senior Principal Customer Success Manager

Summary

Join iManage as a Senior Principal Customer Success Manager and work remotely with a global team to ensure enterprise customers achieve value from their subscriptions. You will be responsible for managing customer relationships, driving customer retention, and collaborating with cross-functional teams. This role requires experience in management consulting, relationship management, or customer success in a SaaS environment, along with experience managing C-suite stakeholders and Fortune 500 accounts. A Bachelor's degree is required, and additional qualifications such as legal and corporate knowledge or experience with iManage products are preferred. iManage offers a competitive salary, comprehensive benefits, flexible work hours, and opportunities for professional development.

Requirements

• Have experience dealing with a portfolio of Enterprise level, High-value Strategic Customers
• Have a minimum of 10+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• Have experience managing, working with and presenting to C-Suite Stakeholders
• Have experience managing Fortune 500 accounts & customers
• Have a Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
• Have excellent business communication, organizational and project management skills
• Have the ability to create structure in ambiguous situations and design effective processes
• Have a high level of resourcefulness to be able to independently seek out resolutions

Responsibilities

• Provide 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
• Create and enforce plans that will help meet the needs of customers, 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 communication cadence with strategic customer base 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 needs
• Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage
• Conduct and lead Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement
• 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 customer activities
• Gain and leverage account intelligence, trends to drive best practices throughout the customer lifecycle
• Understand competition and stay ahead of the curve

Preferred Qualifications

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

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!
• Create an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it
• Provide a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data
• Reward me with an annual performance-based bonus
• Offer comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%
• Give access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits
• Grant enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave
• Provide 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
• Care 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