Principal Customer Success Manager (Large Law)
About The Position
This is a remote role within a global team that utilizes cutting-edge technology to stay connected with colleagues worldwide. Occasional travel to a local office may be required for in-person collaboration with your team, as well as for company events, team building activities, or strategic meetings. Being a Principal Customer Success Manager at iManage Means… You will oversee a portfolio of global strategic large law firms, responsible for partnering with these enterprise customers to ensure they maximize the value from their iManage subscriptions. Your primary focus is on identifying and delivering business outcomes that drive retention, loyalty, and satisfaction across all products and services. You will engage closely with field-facing teams—such as Account Executives, Channel, Product, and key executive stakeholders within your client law firms—offering advisory guidance, coordinating activities, and serving as a dedicated advocate to support customer preservation and success. Throughout the entire customer lifecycle, you will build and strengthen relationships with key stakeholders by demonstrating accountability, authenticity, and adaptability. You will collaborate with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement teams to deliver ongoing value and execute programs that drive adoption of desired outcomes, with a strong emphasis on retention. Integral to your responsibilities is monitoring and improving net revenue retention (NRR), ensuring that existing customers continue to expand their use of iManage solutions while minimizing churn. By actively identifying qualified leads and expansion opportunities within your accounts, you help drive sustainable revenue growth and reinforce the strategic value of the customer success function. Your role includes orchestrating initiatives that support large law firms in achieving their strategic objectives and ensuring their continued satisfaction with iManage solutions.
Requirements
- 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.
- A 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.
Nice To Haves
- Legal industry knowledge.
- A working knowledge of iManage products and solutions.
- Experience working with CSM software, Salesforce and ticketing systems.
- A PMP or ITIL certification.
- Experience implementing enterprise cloud and/or security platform solutions.
Responsibilities
- Managing day-to-day interactions with your assigned portfolio of 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, analysis of health metrics, 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 (support, product management, professional services, training) 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.
Benefits
- Flexible work hours
- Internal development framework
- Unlimited access to LinkedIn Learning courses
- Access to interactive Microsoft courses & training
- Supportive and experienced team
- Dynamic, inclusive, and encouraging culture
- Modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
- Inclusive environment
- Market competitive salary
- Annual performance-based bonus
- 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
- Multiple company wellness days each year
- Access to RethinkCare, a global behavioral health platform
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What This Job Offers
Job Type
Full-time
Career Level
Principal
