Senior Customer Success Manager (Corporate Legal)

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.

Responsibilities:

• 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.
• Delivering 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.
• Partnering with Account Executives as part of an aligned account team to drive adoption, value realization, and growth readiness.
• Leading strategic discovery and ongoing customer conversations to diagnose needs, guide outcomes, and reinforce value.
• Proactively managing customer health by leveraging data to drive adoption, identify risk early, and ensure renewal readiness.
• Orchestrating cross‑functional collaboration and capturing 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.

Qualifications:

• 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:

• 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.

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, equitable for all our employees, and regularly reviewed against industry benchmarks.
• Rewarding me with an annual performance‑based bonus.
• Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay).
• Matching my pension contribution (up to 6%).
• Offering BUPA private medical insurance & a Simplyhealth cash plan to assist with everyday costs.
• Providing Group life cover, including life insurance, income protection, and critical illness protection.
• Encouraging me to make use of our top‑tier flexible time off policy, which includes 25 days of annual leave and the flexibility to take further additional time off as needed.
• 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.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.