Principal Customer Success Manager, Large Law

iManage•Chicago, IL

2d•$120,000 - $165,000•Hybrid

About The Position

As a Principal Customer Success Manager overseeing a portfolio of global strategic large law firms, you are 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 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 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.
Used CSM software, Salesforce and/or 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.
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.
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.
Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage.
Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.
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

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.