[Hiring] Principal Customer Success Manager @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 Principal Customer Success Manager at iManage Means…

• Overseeing a portfolio of global strategic large law firms.
• Partnering with enterprise customers to maximize the value from their iManage subscriptions.
• Identifying and delivering business outcomes that drive retention, loyalty, and satisfaction across all products and services.
• Engaging closely with field-facing teams—such as Account Executives, Channel, Product, and key executive stakeholders within client law firms.
• Building and strengthening relationships with key stakeholders throughout the customer lifecycle.
• Collaborating with various teams to deliver ongoing value and execute programs that drive adoption of desired outcomes.
• Monitoring and improving net revenue retention (NRR) to minimize churn.
• Orchestrating initiatives that support large law firms in achieving their strategic objectives.

Qualifications

• Experience working with a portfolio of enterprise level, high-value strategic customers.
• A minimum of 10+ years of experience in Management Consulting, Relationship Management, or Customer Success in a SaaS environment.
• Experience managing, working with, and presenting to C-Suite stakeholders.
• A Bachelor’s Degree in Business, Business Administration, Information Management, or equivalent professional experience.
• Experience managing Fortune 500 accounts & customers.
• Excellent business communication, organizational, and project management skills.
• The ability to create structure in ambiguous situations and design effective processes.
• A high level of resourcefulness to independently seek out resolutions.

Requirements

• Legal industry knowledge.
• A working knowledge of iManage products and solutions.
• Experience working with CSM software, Salesforce, and ticketing systems.
• A PMP or ITIL certification.
• Experience implementing enterprise cloud and/or security platform solutions.

Benefits

• Creating an inclusive environment where I can help shape the culture.
• Providing a market competitive salary that is applied through a consistent process.
• Rewarding 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 a flexible time off policy.
• Having multiple company wellness days each year to prioritize mental health and well-being.
• Providing access to RethinkCare, a global behavioral health platform.