Principal Customer Success Leader — Large Law (Remote)

iManage; Northern (KY); Hybrid; USD 120,000 - 165,000; Full time

Benefits offered by this job

Health/Vision/Dental/Life Insurance

401k with company match up to 4%

Extended parental leave

Flexible time off policy

Wellness days

LinkedIn Learning access

Job summary

iManage seeks a Principal Customer Success Manager to oversee a portfolio of global strategic law firms, driving retention and value across products. You will partner with executives and cross-functional teams to deliver advisory guidance, orchestrate success programs, and expand adoption while minimizing churn.

You will engage with field teams and leadership to ensure customer outcomes, monitor health metrics, and promote long-term strategic outcomes across the lifecycle.

Qualifications

• Experience managing a portfolio of enterprise-level strategic customers.
• 10+ years in Management Consulting, Relationship Management, or Customer Success in SaaS.
• Experience presenting to C-Suite stakeholders.
• Bachelor’s degree or equivalent professional experience.
• Experience with Fortune 500 accounts.

Responsibilities

• Oversee a portfolio of global strategic law firm customers and drive retention and value across products and services.
• Collaborate with Sales, Product, Support, and Training to deliver tailored success programs.
• Lead Executive Business Calls and Business Reviews to monitor progress and outcomes.
• Monitor health metrics and drive adoption to maximize net revenue retention.

Skills

Client Relationship Management

Stakeholder Engagement

Cross-functional Collaboration

Executive Communication

Education

Bachelor's Degree in Business

Tools

Salesforce

CSM software

Ticketing systems

Job description

iManage seeks a Principal Customer Success Manager to oversee a portfolio of global strategic law firms, driving retention and value across products. You will partner with executives and cross-functional teams to deliver advisory guidance, orchestrate success programs, and expand adoption while minimizing churn.

You will engage with field teams and leadership to ensure customer outcomes, monitor health metrics, and promote long-term strategic outcomes across the lifecycle.