[Hiring] Director of Customer Success @iManage

Role Description

This is a remote role within a global team that utilizes cutting-edge technology to stay connected with colleagues worldwide. Occasional travel to a local office may be required for in-person collaboration with your team, as well as for company events, team building activities, or strategic meetings.

Being a Director of Customer Success (APAC) at iManage Means…

• Leading the iManage Customer Success team across the APAC region, driving customer retention, adoption, and advocacy across our strategic portfolio.
• Building and scaling the team, defining regional CS processes, and establishing measurable business outcomes that position our customers for long-term success.
• Evolving how we engage with customers, improving delivery quality, and growing our regional presence.

iM Responsible For…

• Defining and executing the APAC customer success strategy aligned with company growth and customer retention goals; establishing regional customer success metrics (NRR, GRR, CSAT, adoption rates) and driving accountability for outcomes.
• Owning end-to-end CS delivery across the APAC region, focused on retention, expansion, and strategic engagement.
• Driving product adoption and value realization with customers, and partnering with APAC-based partners on onboarding, adoption planning, joint strategies, and governance.
• Developing and executing evidence-based customer adoption and engagement strategies informed by customer behaviour data, regional benchmarks, and competitive intelligence.
• Leveraging predictive analytics and customer health scoring models to identify at-risk accounts, churn signals, and expansion opportunities.
• Establishing and maintaining strategic customer relationships with C-level stakeholders; conducting Executive Business Calls and Quarterly Business Reviews grounded in data analysis, usage metrics, and business outcomes.
• Conducting regular customer health assessments combining direct customer conversations with rigorous analysis of usage patterns, feature adoption, support engagement, and business outcomes.
• Acting as escalation point of contact for APAC customer issues, overseeing resolution with segment leaders for timely responses.
• Partnering with Sales to ensure smooth onboarding handoffs, developing account expansion plans, and identifying upsell and cross-sell opportunities.
• Forecasting and managing the CS team budget, including resource planning, tool investments, and headcount.
• Leading, mentoring, and developing a team of 4 Customer Success Managers; fostering a culture of accountability, continuous improvement, and customer advocacy.
• Developing and mentoring direct reports to think strategically and analytically; fostering a culture of data-driven decision making and continuous learning.

Qualifications

• 7+ years of customer success, account management, or post-sales leadership experience in a global B2B SaaS environment, preferably with legal tech or enterprise software experience.
• 5+ years of people management with proven success building, mentoring, and scaling customer-facing teams.
• Demonstrated ability to develop and execute customer retention and adoption strategies that measurably improve customer outcomes and reduce churn.
• Strong executive presence and stakeholder management skills with the ability to build trust with C-level customers.
• Demonstrated strategic thinking and data-driven decision making; comfort analyzing customer metrics, usage data, and business outcomes.
• A strong financial and operational acumen with experience forecasting, resource planning, budget management, and understanding of SaaS economics and metrics.
• Proven ability to identify and mitigate customer risks, develop proactive solutions, and communicate transparently with stakeholders.
• Experience leading customer success initiatives across multiple geographies or time zones.

Requirements

• Direct experience in the legal tech industry or familiarity with legal and corporate workflows.
• Working knowledge of iManage products, particularly iManage Work, Drive, Tracker, and Insight+.
• Hands-on experience with customer success platforms such as Salesforce, or similar SaaS lifecycle tools.
• Certification in project management (PMP) or ITIL service delivery frameworks.
• Experience with customer segmentation, maturity models, or adoption benchmarking.
• Track record of implementing scalable customer success processes and playbooks that support team growth.

Benefits

• Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective.
• Providing a market leading salary determined through a fair and consistent process.
• Rewarding with an annual performance-based bonus.
• Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay).
• Offering comprehensive Private Group Health Plan and Superannuation.
• Encouraging use of our top-tier flexible time off policy, which includes 20 days of annual leave, 10 days personal carers leave, and public holidays.
• Having multiple company wellness days each year to prioritize mental health and well-being.
• Providing access to RethinkCare, a global behavioral health platform.