Remote Principal Customer Success Manager

imanagecom; United States; Remote; USD 120,000 - 165,000; Full time

Benefits offered by this job

Health Insurance

401k with company match

Flexible work hours

Remote work environment

Job summary

iManage is seeking a Principal Customer Success Manager to oversee a portfolio of global strategic large law firms, focusing on retention, expansion, and delivering business outcomes across iManage subscriptions.

You will partner with cross-functional teams to drive adoption, monitor health metrics, and orchestrate programs that minimize churn while growing account value. The role is remote with occasional travel to local offices for collaboration and events.

Qualifications

• Experience working with a portfolio of enterprise level, high-value strategic customers.
• A minimum of 10+ years of experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment.
• Experience managing, working with and presenting to C-Suite stakeholders.
• Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent professional experience.
• Experience managing Fortune 500 accounts & customers.
• Excellent business communication, organizational and project management skills.
• The ability to create structure in ambiguous situations and design effective processes.
• A high level of resourcefulness to be able to independently seek out resolutions.

Responsibilities

• Managing day-to-day interactions with strategic law firm customers, addressing feedback, outcomes, and product inquiries, while prioritizing customer retention and advocacy.
• Establishing regular communication cadences with strategic law firm clients to proactively discuss business needs, add value, and identify risks to subscription renewal.
• Acting as the trusted central point of contact, bringing in subject matter experts as needed to meet the unique requirements of each law firm.
• Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.
• Developing and executing plans that address client needs, proactively resolving blockers, and ensuring seamless delivery of services.
• Validating customer outcomes through direct conversations, health metrics analysis, and success feedback sessions tailored to the legal industry.
• Designing, developing, and optimizing strategies to increase adoption, loyalty, and engagement among large law firms, minimizing churn and driving retention.
• Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage.
• Collaborating with customers and channel partners to implement success programs and provide tailored success plays.
• Advocating internally between law firm clients and business functions to ensure the right resources are engaged to overcome adoption obstacles.
• Building and maintaining strong relationships with colleagues in sales, channel, support, product management, and partner enablement to foster collaboration and drive customer activities.
• Leveraging account intelligence and industry trends to promote best practices throughout the customer lifecycle for large law firms.
• Staying ahead of competitive developments within the legal industry to provide strategic guidance and maintain customer satisfaction.

Skills

Executive Business Calls

Business Reviews

Relationship Management

SaaS Experience

Education

Bachelor’s Degree in Business

Tools

Salesforce

Ticketing systems

Job description

iManage is seeking a Principal Customer Success Manager to oversee a portfolio of global strategic large law firms, focusing on retention, expansion, and delivering business outcomes across iManage subscriptions.

You will partner with cross-functional teams to drive adoption, monitor health metrics, and orchestrate programs that minimize churn while growing account value. The role is remote with occasional travel to local offices for collaboration and events.