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- Tasks: Lead customer success for top law firms, ensuring they maximise their iManage subscriptions.
- Company: Join a leading SaaS company dedicated to innovation and customer satisfaction.
- Benefits: Enjoy flexible hours, competitive salary, and generous parental leave.
- Why this job: Make a real impact in a dynamic environment while growing your career.
- Qualifications: 10+ years in customer success or management consulting with enterprise clients.
- Other info: Be part of an inclusive culture that values diverse perspectives and personal growth.
The predicted salary is between 80000 - 100000 £ per year.
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 maintaining the flexibility for meaningful work-life balance.
As a Principal Customer Success Manager overseeing a portfolio of global strategic large law firms, you are responsible for partnering with these enterprise customers to ensure they maximize the value from their iManage subscriptions. Your primary focus is on identifying and delivering business outcomes that drive retention, loyalty, and satisfaction across all products and services. You will engage closely with field-facing teams—such as Account Executives, Channel, Product, and key executive stakeholders within your client law firms—offering advisory guidance, coordinating activities, and serving as a dedicated advocate to support customer preservation and success.
Throughout the entire customer lifecycle, you will build and strengthen relationships with key stakeholders by demonstrating accountability, authenticity, and adaptability. You will collaborate with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement teams to deliver ongoing value and execute programs that drive adoption of desired outcomes, with a strong emphasis on retention.
Integral to your responsibilities is monitoring and improving net revenue retention (NRR), ensuring that existing customers continue to expand their use of iManage solutions while minimizing churn. By actively identifying qualified leads and expansion opportunities within your accounts, you help drive sustainable revenue growth and reinforce the strategic value of the customer success function. Your role includes orchestrating initiatives that support large law firms in achieving their strategic objectives and ensuring their continued satisfaction with iManage solutions.
Responsibilities:
- Managing day-to-day interactions with your assigned portfolio of strategic law firm customers, addressing feedback, outcomes, and product inquiries, while prioritizing customer retention and advocacy.
- Developing and executing plans that address client needs, proactively resolving blockers, and ensuring seamless delivery of services.
- Validating customer outcomes through direct conversations, analysis of health metrics, and success feedback sessions tailored to the legal industry.
- Designing, developing, and optimizing strategies to increase adoption, loyalty, and engagement among large law firms, minimizing churn and driving retention.
- Establishing regular communication cadences with strategic law firm clients to proactively discuss business needs, add value, and identify risks to subscription renewal.
- Acting as the trusted central point of contact, bringing in subject matter experts as needed to meet the unique requirements of each law firm.
- Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage.
- Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.
- Collaborating with customers and channel partners to implement success programs and provide tailored success plays.
- Advocating internally between law firm clients and business functions (support, product management, professional services, training) to ensure the right resources are engaged to overcome adoption obstacles.
- Building and maintaining strong relationships with colleagues in sales, channel, support, product management, and partner enablement to foster collaboration and drive customer activities.
- Leveraging account intelligence and industry trends to promote best practices throughout the customer lifecycle for large law firms.
- Staying ahead of competitive developments within the legal industry to provide strategic guidance and maintain customer satisfaction.
Qualifications:
- Experience dealing with a portfolio of Enterprise level, High-value Strategic Customers.
- A minimum of 10+ Years’ experience in Management Consulting, Relationship Management, or Customer Success in a SaaS environment.
- Experience managing, working with and presenting to C-Suite Stakeholders.
- Experience managing Fortune 500 accounts & customers.
- A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent.
- Excellent business communication, organizational and project management skills.
- Ability to create structure in ambiguous situations and design effective processes.
- High level of resourcefulness to be able to independently seek out resolutions.
Bonus Points If You Have:
- Legal Industry Knowledge.
- A working knowledge of iManage products and solutions.
- Used CSM software, SalesForce and ticketing systems.
- An ability to work well independently and as part of a team.
- A PMP or ITIL certification.
- Experience implementing enterprise cloud and/or security platform solutions.
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 anyway!
About iManage:
At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.
We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; our work is not always easy but it is ambitious and rewarding. So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest.
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
Senior Customer Success Leader — Large Law (Enterprise) employer: iManage
Contact Detail:
iManage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Leader — Large Law (Enterprise)
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal and SaaS industries. Attend events, webinars, or even casual meet-ups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their products, and be ready to discuss how your experience aligns with their needs. Practise common interview questions and think about how you can showcase your customer success skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the position.
✨Tip Number 4
Don’t hesitate to apply through our website! We love seeing passionate candidates who are excited about joining iManage. Even if you don’t tick every box, your unique perspective could be just what we need!
We think you need these skills to ace Senior Customer Success Leader — Large Law (Enterprise)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with enterprise-level customers and SaaS solutions. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of interaction with C-Suite stakeholders, it’s crucial to demonstrate your excellent communication abilities. Use clear, concise language in your application to reflect how you’d engage with clients and colleagues.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles, especially those that required collaboration across teams or departments. This will show us you’re ready for the dynamic environment at iManage.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at iManage.
How to prepare for a job interview at iManage
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like net revenue retention (NRR) and customer satisfaction scores. Be ready to discuss how you've used these metrics in past roles to drive retention and loyalty, especially in a SaaS environment.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build strong relationships with C-suite stakeholders and other key decision-makers. Think about specific instances where you’ve successfully navigated complex client needs and how you can apply that experience to large law firms.
✨Demonstrate Industry Knowledge
Familiarise yourself with the legal industry and iManage's products. Being able to speak knowledgeably about current trends and challenges in the legal sector will show that you're not just a fit for the role but also genuinely interested in the field.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think of situations where you had to overcome obstacles in customer success or manage difficult conversations, and be ready to explain your thought process and outcomes.