Principal Customer Success Manager
Job Summary
Job Description
As a Principal Customer Success Manager at iManage, you will be responsible for ensuring customers obtain value from their subscription by identifying and delivering customer business outcomes, and ensuring retention. You will build strong relationships and work closely with internal teams and key customer stakeholders, providing guidance to achieve customer desired outcomes. You will also support the full customer lifecycle, managing a strategic customer portfolio and resolving any customer blockers. The role involves understanding customer needs, creating strategies, and conducting reviews. The responsibilities also include providing day-to-day management of assigned strategic customer portfolio, creating and enforcing plans, understanding and validating customer outcomes, designing and optimizing customer adoption strategies, establishing a communication cadence, serving as the trusted central point of contact, and leading initiatives to improve overall customer success and satisfaction.
Must have:
- Experience with Enterprise level, High-value Strategic Customers
- 10+ years experience in Management Consulting or Customer Success
- Experience managing and presenting to C-Suite Stakeholders
- Experience managing Fortune 500 accounts and customers
- A Bachelor’s Degree in related field
- Excellent business communication and project management skills
- Ability to create structure in ambiguous situations
Good to have:
- Legal and Corporate/Finance Industry Knowledge
- Working knowledge of iManage products and solutions
- Used Totango, SalesForce and ticketing systems
- Ability to work well independently and as part of a team
- A PMP or ITIL certification
- Experience implementing enterprise cloud/security platform solutions
Perks:
- Join a rapidly evolving SaaS company
- Meaningful, high-impact challenges
- Career path framework
- Access to LinkedIn Learning and Microsoft courses
- Supportive team and inclusive culture
- Flexible work hours
- Modern workspace with gaming area and free snacks
- Market competitive salary
- Annual performance-based bonus
- Health/Vision/Dental/Life Insurance, and a 401k
- Enhanced leave for expecting parents
- Flexible time off policy
- Company wellness days
- Access to RethinkCare
4 skills required
Job Details
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 Principal Customer Success Manager at iManage Means…
You are responsible for working with the iManage enterprise customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes, ensuring retention. This role is responsible for creating and improving customer interactions and achieving outcomes for all products and services to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as the iManage Account Executive, Channel, Product and key executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes, while coordinating iManage activities and serving as an advocate for the customer in support of customer preservation.
Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.
iM Responsible For…
iM Getting To…
About iManage…
iManage is dedicated to Making Knowledge WorkTM. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside 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 love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
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#LI-Hybrid
Being a Principal Customer Success Manager at iManage Means…
You are responsible for working with the iManage enterprise customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes, ensuring retention. This role is responsible for creating and improving customer interactions and achieving outcomes for all products and services to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as the iManage Account Executive, Channel, Product and key executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes, while coordinating iManage activities and serving as an advocate for the customer in support of customer preservation.
Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.
iM Responsible For…
- Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy.
- Creating and enforcing plans that will help meet the needs of customers, working diligently to resolve customer blockers.
- Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
- Designing, developing and optimizing customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
- Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal.
- Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs.
- Planning and leading initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
- Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
- Working with customers and Channel to implement success programs and provide success plays.
- Acting as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption.
- Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities.
- Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle.
- Understanding competition and staying ahead of the curve.
- Experience dealing with a portfolio of Enterprise level, High-value Strategic Customers
- A minimum of 10+ Years’ experience 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
- Legal and Corporate / Finance Industry Knowledge
- A working knowledge of iManage products and solutions
- Used Totango, 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
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.
- 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.
About iManage…
iManage is dedicated to Making Knowledge WorkTM. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside 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 love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
#LI-DL1
#LI-Hybrid
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