Senior Customer Success Manager

iManage•Chicago, IL

4d•$105,000 - $140,000•Hybrid

About The Position

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.
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

Nice To Haves

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]

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.

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.