Senior Customer Success Manager (Law Firms)

iManage•Chicago, IL

1d•$110,000 - $150,000•Remote

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 Senior Customer Success Manager at iManage Means… You are the value and adoption owner for your portfolio of customers, primarily high-profile law firms. As part of the core account team, you turn business objectives into joint impact plans, and turn telemetry and customer insights into repeatable adoption programs and clear value stories that lift NRR. You keep stakeholders aligned through clear governance, converting proven value into renewal confidence and responsible expansion. Supporting the full customer lifecycle, you will continue to build trusted relationships, demonstrating accountability, authenticity, and adaptability with key customer and channel stakeholders, and work with Account Teams, Product, Support, Engineering, Training, and Channel to remove friction and run programs that drive adoption and measurable outcomes. You pre-empt reactive work by spotting signals early, mobilizing the right experts, and anchoring every activity to business outcomes and KPIs that improve NRR.

Requirements

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.
The 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.
A high level of resourcefulness to be able to independently seek out resolutions.

Nice To Haves

A working knowledge of iManage products and ecosystem
Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.

Responsibilities

Owning the value and adoption strategy across a 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 to ensure 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.