Senior Customer Success Manager – Law Firms

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $110k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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iManage

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

⚖️ Legal

☁️ SaaS

💰 Venture Round on 1998-01

Consulting • Legal • SaaS

iManage is a leading provider of a knowledge work platform that enhances productivity, collaboration, and security for organizations worldwide. Their platform features document and email management, security and governance, risk and compliance, legal transaction management, and AI-powered services to activate knowledge within business content and communications. iManage's partnership with Microsoft further strengthens their offerings, and their cloud-native platform ensures secure and reliable operations. Serving industries like law firms, financial services, and other knowledge-driven sectors, iManage focuses on unlocking the full potential of organizational knowledge.

📋 Description

• Own value and adoption strategy across a portfolio of primarily high-profile law firm customers • Deliver measurable net revenue retention lift through outcome roadmaps • Align Joint Impact Plans with broader account plans • Convert proven outcomes into documented business cases • Lead Business Value Reviews with clear ROI and next-value milestones • Multi-thread relationships across organizations to de-risk renewals and unlock growth • Partner with Channel to align partner-delivered work with adoption metrics and success criteria • Create customer advocates through reviews, quotes, and case studies • Collaborate with Marketing as needed • Drive onboarding to time-to-first-value and sequence time-to-next-value with role-based enablement • Establish and enable a champion network • Identify value-led expansion opportunities and coordinate with account teams • Ensure renewal readiness through value proof, stakeholder maps, timelines, risk/mitigation plans, and accurate forecast signals • Gather and leverage account intelligence to drive customer-lifecycle best practices • Understand how customers use differing iManage solutions to achieve value and outcomes • Build trusted relationships with customer and channel stakeholders • Collaborate with Account Teams, Product, Support, Engineering, Training, and Channel to remove friction and drive adoption and measurable outcomes

🎯 Requirements

• 7-10+ years in SaaS Customer Success, Account Management, or 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 • Data-driven approach to telemetry and health • Experience running adoption programs at portfolio scale • Experience coordinating with Product, Support, Engineering, Training, and Channel • High level of resourcefulness to independently seek out resolutions • Working knowledge of iManage products and ecosystem preferred as a bonus • Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms preferred as a bonus • Legally authorized to work in the United States

🏖️ Benefits

• Annual performance-based bonus • Comprehensive Health/Vision/Dental/Life Insurance • 401k Retirement Savings Plan with company match up to 4% • 20 weeks 100% paid primary parental leave • 10 weeks 100% paid secondary parental leave • Flexible time off policy • Multiple company wellness days each year • Access to RethinkCare behavioral health platform • Internal development framework for career growth • Unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training • Flexible work hours • Free snacks and drinks • Regular social events • Modern open-plan workspace with gaming area • Market competitive salary regularly reviewed based on industry data

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