iManage · 5 days ago
Senior Customer Success Manager
Chicago, IL
Full-time
Hybrid
Senior Level
$105K/yr - $140K/yr
7+ years expiManage is dedicated to Making Knowledge Work™, providing a secure platform for over 4,100 customers worldwide. The Senior Customer Success Manager will own the value and adoption strategy for a portfolio of high-profile law firms, ensuring alignment with business objectives and driving measurable outcomes to improve net revenue retention.
AppsiOSSoftwareVideo
Responsibilities
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
Leading 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
Establishing and enabling a champion network
Identifying value-led expansion opportunities and coordinating with the account team to progress them
Ensuring renewal readiness with value proof, stakeholder maps, timelines, and risk/mitigation plans, along with accurate forecast signals
Gaining and leveraging account intelligence to drive best practices throughout the customer lifecycle
Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes
Qualification
Required
7-10 years in SaaS Customer Success/Account Management/Consulting with measurable adoption and retention impact
Experience working in a law firm, corporate legal teams or with law firms
Proven ability to build impact plans, improve time-to-first/next value, and present clear value realization updates
Strong stakeholder communication across business and technical audiences with a data-driven approach to telemetry and health
Experience running adoption programs at portfolio scale and coordinating with Product, Support, Engineering, Training, and Channel
High level of resourcefulness to be able to independently seek out resolutions
Preferred
A working knowledge of iManage products and ecosystem
Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms
An ability to work well independently and as part of a team
Proven ability to work independently and as part of a cross-functional team
Experience working in a law firm or a corporate legal team
Benefits
Comprehensive Health/Vision/Dental/Life Insurance
401k Retirement Savings Plan with a company match up to 4%
Enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave
Flexible time off policy to take the time off that I need
Multiple company wellness days each year to prioritize mental health and well-being
Access to RethinkCare, a global behavioral health platform
Company
iManage
iManage provides work product management solutions.
1001-5000 employees
H1B Sponsorship
iManage has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (16)
2023 (18)
2022 (18)
2021 (20)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Bain Capital Tech Opportunities
2023-04-11Series Unknown
2003-08-18Acquired
1998-01-01Series Unknown
Leadership Team
Mohit Mutreja
Chief Technology Officer
Arvind Agarwal
Vice President Of Engineering
Recent News
2026-01-16
New Enterprise Associates
2026-01-03
Company data provided by crunchbase