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IM
Principal Customer Success Manager
iManageUnited Statesfull_timeVerifiedPosted 15 May 2025
💰 $121,000/yr
About the role
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…
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
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