APAC Customer Success Leader: Retention & Adoption (Remote)

imanagecom; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Annual bonus

Private health plan

Superannuation

20 days annual leave

10 days personal carers leave

Flexible time off

Wellness days

LinkedIn Learning access

Job summary

iManage seeks a Senior Manager of Customer Success for the APAC region, leading a global team to drive retention, adoption, and advocacy. You will shape regional CS processes, align with executive stakeholders, and scale the team to deliver measurable business outcomes across our strategic portfolio.

You will own end-to-end CS delivery, drive product adoption, and collaborate with partners on onboarding, governance, and escalation management, while guiding a data-driven approach to optimize

Qualifications

• 7+ years in customer success, account management, or post-sales leadership in a global B2B SaaS environment.
• Proven ability to build and scale customer-facing teams across geographies.
• Strong data-driven approach with KPI ownership and metrics governance.

Responsibilities

• Define and execute the APAC CS strategy aligned with growth and retention goals.
• Own end-to-end CS delivery for APAC, driving retention, expansion, and adoption.
• Develop evidence-based adoption strategies using regional benchmarks and analytics.
• Use health scoring and predictive analytics to identify at-risk accounts and expansion opportunities.
• Build and maintain executive relationships with C-level stakeholders and conduct Quarterly Business Reviews.
• Lead cross-functional collaboration with Support, PS, and Product on escalations and policy gaps.
• Partner with Sales for onboarding handoffs and account expansion planning.
• Forecast and manage CS team budget, tooling, and headcount.

Skills

Leadership

Account management

Customer success strategy

Data analytics

Executive communication

Budget management

Forecasting

Cross-functional collaboration

Tools

Salesforce

Job description

iManage seeks a Senior Manager of Customer Success for the APAC region, leading a global team to drive retention, adoption, and advocacy. You will shape regional CS processes, align with executive stakeholders, and scale the team to deliver measurable business outcomes across our strategic portfolio.

You will own end-to-end CS delivery, drive product adoption, and collaborate with partners on onboarding, governance, and escalation management, while guiding a data-driven approach to optimize