Senior Customer Success Manager (Corporate Legal)

• Owning the value and adoption strategy across your portfolio; delivering measurable NRR lift via outcome roadmaps.
• Aligning Joint Impact Plans with broader account plans and converting proven outcomes into well-documented business cases.
• Deliver Business Value Reviews with clear ROI and next value milestones and multi-threading relationships across organizations to de-risk renewals and unlock growth.
• Partnering with Channel so partner-delivered work aligns to adoption metrics and success criteria.
• Creating advocates (reviews, quotes, case studies) once value is verified and collaborating with Marketing as needed.
• Driving onboarding to time-to-first-value (TTFV) and sequencing time-to-next-value (TTNV) with role-based enablement.
• Partner with Account Executives as part of an aligned account team to drive adoption, value realization, and growth readiness
• Lead strategic discovery and ongoing customer conversations to diagnose needs, guide outcomes, and reinforce value
• Proactively manage customer health by leveraging data to drive adoption, identify risk early, and ensure renewal readiness
• Orchestrate cross-functional collaboration and capture Voice of Customer insights to remove blockers and inform internal strategy
• Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes.

• 5+ years in SaaS Customer Success, Account Management, or Consulting with demonstrated impact on adoption, retention, and customer outcomes; experience partnering closely with Sales or Account Executives preferred.
• Experience working with corporate legal teams and/or financial services organizations.
• A proven ability to build and execute Joint Impact Plans, improve time-to-value, and communicate measurable business outcomes to stakeholders.
• Strong stakeholder management and consultative discovery skills, with the ability to translate customer data and usage signals into actionable insights and strategy.
• Experience driving adoption at scale, including influencing user behavior and embedding solutions into customer workflows; ability to orchestrate cross-functional teams (Product, Support, Engineering, etc.)
• A high level of ownership and resourcefulness, with the ability to independently navigate challenges while proactively engaging cross-functional teams to drive the best outcomes.

• A working knowledge of iManage products and ecosystem.
• Experience and knowledge of the LegalTech landscape.
• Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.
• A proven ability to work independently and as part of a cross-functional team.

• 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.  

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