Senior Customer Success Manager

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.

You are the value and adoption owner for your portfolio of customers, primarily high‑profile law firms. As part of the core account team, you turn business objectives into joint impact plans, and turn telemetry and customer insights into repeatable adoption programs and clear value stories that lift NRR. You keep stakeholders aligned through clear governance, converting proven value into renewal confidence and responsible expansion.

Supporting the full customer lifecycle, you will continue to build trusted relationships, demonstrating accountability, authenticity, and adaptability with key customer and channel stakeholders, and work with Account Teams, Product, Support, Engineering, Training, and Channel to remove friction and run programs that drive adoption and measurable outcomes. You pre‑empt reactive work by spotting signals early, mobilizing the right experts, and anchoring every activity to business outcomes and KPIs that improve NRR.

• 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.
• Leading 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.
• Establishing and enabling a champion network.
• Identifying value‑led expansion opportunities and coordinating with the account team to progress them.
• Ensuring renewal readiness with value proof, stakeholder maps, timelines, and risk/mitigation plans, along with accurate forecast signals.
• Gaining and leveraging account intelligence to drive best practices throughout the customer lifecycle.
• Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes.

• 7‑10 years in SaaS Customer Success/Account Management/Consulting with measurable adoption and retention impact.
• Experience working in a law firm, corporate legal teams or with law firms.
• Proven ability to build impact plans, improve time‑to‑first/next value, and present clear value realization updates.
• Strong stakeholder communication across business and technical audiences with a data‑driven approach to telemetry and health.
• Experience running adoption programs at portfolio scale and coordinating with Product, Support, Engineering, Training, and Channel.
• High level of resourcefulness to be able to independently seek out resolutions.

• A working knowledge of iManage products and ecosystem.
• Hands‑on experience with Totango, Salesforce, or comparable CS/CRM platforms.
• An ability to work well independently and as part of a team.
• Proven ability to work independently and as part of a cross‑functional team.
• Experience working in a law firm or a corporate legal 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 anyway!

• Join a rapidly evolving, industry‑leading SaaS…