We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.
Being a Senior Customer Success Manager at iManage means...You are the owner of value and adoption for a portfolio of corporate customers, including high-profile financial services organizations. As part of an aligned account team, you translate customer business objectives into Joint Impact Plans, using data, telemetry, and customer insight to drive scalable adoption programs and clear value realization that improves Net Revenue Retention (NRR). You operate as a strategic partner, aligning stakeholders through strong governance and consistent value storytelling-turning proven outcomes into renewal confidence and responsible expansion.
Across the full customer lifecycle, you will build trusted relationships, grounded in accountability, authenticity, and adaptability. You proactively identify signals, anticipate risk, and mobilize cross-functional teams, including Product, Support, Engineering, Training, and Channel, to remove friction and accelerate time to value. Every interaction is anchored in verified customer value, ensuring customers realize meaningful impact and long-term success with iManage.
iM Responsible For...- Owning the value and adoption strategy across your portfolio; delivering measurable NRR lift via outcome roadmaps.
- Aligning Joint Impact Plans with broader account plans and converting proven outcomes into well-documented business cases.
- Deliver Business Value Reviews with clear ROI and next value milestones and multi-threading relationships across organizations to de-risk renewals and unlock growth.
- Partnering with Channel so partner-delivered work aligns to adoption metrics and success criteria.
- Creating advocates (reviews, quotes, case studies) once value is verified and collaborating with Marketing as needed.
- Driving onboarding to time-to-first-value (TTFV) and sequencing time-to-next-value (TTNV) with role-based enablement.
- Partner with Account Executives as part of an aligned account team to drive adoption, value realization, and growth readiness
- Lead strategic discovery and ongoing customer conversations to diagnose needs, guide outcomes, and reinforce value
- Proactively manage customer health by leveraging data to drive adoption, identify risk early, and ensure renewal readiness
- Orchestrate cross-functional collaboration and capture Voice of Customer insights to remove blockers and inform internal strategy
- Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes.
iM Qualified Because I Have...- 5+ years in SaaS Customer Success, Account Management, or Consulting with demonstrated impact on adoption, retention, and customer outcomes; experience partnering closely with Sales or Account Executives preferred.
- Experience working with corporate legal teams and/or financial services organizations.
- A proven ability to build and execute Joint Impact Plans, improve time-to-value, and communicate measurable business outcomes to stakeholders.
- Strong stakeholder management and consultative discovery skills, with the ability to translate customer data and usage signals into actionable insights and strategy.
- Experience driving adoption at scale, including influencing user behavior and embedding solutions into customer workflows; ability to orchestrate cross-functional teams (Product, Support, Engineering, etc.)
- A high level of ownership and resourcefulness, with the ability to independently navigate challenges while proactively engaging cross-functional teams to drive the best outcomes.
Bonus Points If I Have...- A working knowledge of iManage products and ecosystem.
- Experience and knowledge of the LegalTech landscape.
- Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.
- A proven ability to work independently and as part of a cross-functional team.
Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!
iM Getting To... - Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
- 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. Ask us more about this!
- 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.
iManage Is Supporting Me By... - 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. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- 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.
The overall US annual base salary range for this position is $105,000-$155,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.
iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to
[email protected] so our team members can review.
#LI-KSI
#LI-Hybrid
