Customer Success Manager

| Chicago, IL, USA | Hybrid
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iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.
This is a remote position. We are a global team that leverages the latest technology to communicate with our colleagues across the globe. When it’s safe to do so, there may be times in which this role would be required to travel to a local office for in person collaborations with your team.
Being a Customer Success Manager at iManage means…
You are responsible for working with the iManage Cloud customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes. This role is responsible for improving customer interactions and achieving outcomes for all products and services in order to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as Sales, Channels and Alliances, Product Management and key executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes while coordinating iManage activities and serving as an advocate for the customer in support of customer preservation.
Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.
iM Responsible For…

  • Providing management of assigned Cloud customer portfolio, establishing relationships with key customer contacts, addressing customer feedback and outcomes, while focusing on customer retention and striving for customer advocacy.
  • Creating and enforcing plans that will help meet the needs of customer outcomes, and working diligently to resolve customer blockers.
  • Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
  • Designing, developing and optimizing customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
  • Establishing a scalable communication cadence with assigned customer portfolio to add value and proactively discuss business needs and identify any risks to subscription renewal.
  • Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s outcomes.
  • Working with customers and Channel to implement success programs and provide success plays.
  • Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in assisting in achievement of customer outcomes.
  • Preparing and presenting customer Business Value Reviews and/or Joint Success Plan Reviews to monitor progress towards customer outcomes achievement.
  • 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 desired outcomes.

iM Qualified Because I Have… 

  • A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
  • A minimum of 3-5+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
  • Excellent business communication, organizational and project management skills
  • Ability to create structure in ambiguous situations and design effective processes
  • High level of resourcefulness to be able to independently seek out resolutions

Bonus Points If I Have... 

  • A working knowledge of iManage products
  • Used Totango, SalesForce and ticketing systems
  • An ability to work well independently and as part of a team
  • A PMP certification
  • Experience implementing cloud software
  • Experience working in a law firm or a corporate legal team

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways! 
 

iM Getting To… 

  • Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. 
  • Have flexible work hours that allow me to balance my ‘me time’ with my work commitments. 
  • Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events. 
  • Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols. 
  • Own my career path with our internal development framework. Ask us more about this! 
  • Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning. 
  • Join an innovative, industry leading SaaS company that is continuing to grow & scale!  

iManage Is Supporting Me By... 

  • 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%.
  • Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits. 
  • 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. 
  • Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more. 

About iManage… 
iManage is dedicated to Making Knowledge WorkTM. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.
We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.
So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.
Whoever you are, whatever you do, however you work. Make it mean something at iManage. 
iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 
 
Learn more at: www.imanage.com
 
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/

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An Insider's view of iManage

How would you describe the company’s work-life balance?

We're purely driven by objective and in a fully hybrid approach that put the employees first. The 9 to 5 mindset is definitely out of the scenario in this company.

Marco

Lead Data Scientist

What projects are you most excited about?

Every day affords the opportunity to further my learning into new and engaging areas of knowledge as my team and I tackle the challenging problems of implementing a cloud-native multi-tenant search application backed by iManage's new "Knowledge Unlocked" search index.

Alex

Senior Software Engineer

How does the company support your career growth?

Employees are given the freedom to expand and define their role. Everyone has their personal brand, and you can actually see how each individual plays an important part in our continued growth.

Grace

Cloud Renewals Program Manager

What is your vision for the company?

Our mission is to create a workplace that enables our employees to thrive and be happy. An environment where they can be their best selves, to grow professionally and intellectually. You are able to learn and try new ways of doing things; for example leveraging the latest technologies and applying them to solve interesting problems for our clients.

Neil

CEO

How does the company support your career growth?

Since joining iManage as a Graduate I’ve always found my opinion matters. Everyone is encouraged to share their ideas and we constantly ask ourselves “is there a better way?”. I own my career growth, supported by my manager, leadership and peers, delivering on strong goals to achieve what I want during my time here.

Mark

Software Architect

What are iManage Perks + Benefits

iManage Benefits Overview

At iManage, we're committed to ensuring our organization is the best place to work and that all our passionate employees have the tools they need to be successful, the resources to support them along the way, and the ability to make it mean something.

iManage is dedicated to making knowledge work, while upholding highest levels of security and governance. But of course, we couldn’t make any of this happen without our employees and we recognize that our people are our primary asset and principal competitive advantage.

To reflect the paramount importance of our people, we’re committed to fairly and competitively compensating our employees, bringing you the top-of-line benefits and programs that support your health and wellbeing, and enabling you to pursue passions both inside and outside of work.

Compensation and Benefits:
We offer competitive salaries based on market data. Our benefits include Health/Vision/Dental/Life insurance, 401k matching, performance bonuses, flexible working environment, and flexible PTO.

Office Environment:
We have a collaborative open floor plan, casual dress code, company outings and team activities, happy hours, and offer commuter benefits! Our offices are centrally located within short walk from major transit stations. Each of our offices has a game room with snacks, and all the fuel you need on tap (beer, wine, kombucha). Our Chicago office has a Library filled with a variety of books for our employees to check out on topics like Innovative Technology, Radical Candor and Unconscious Bias. It also has a mother's room, prayer room, and multiple wellness rooms.

Opportunity to learn new skills:
We're working with the latest tech, and you have the opportunity to work with the best and brightest. We offer training & development, lunch and learns, and constantly invest in our people. We also support getting qualifications and networking.

Culture
Volunteer in local community
Partners with nonprofits
Locally, iManage partners with Lakeview Pantry and Meals on Wheels. Additionally, our iMCaring iMpact community arranges charity drives across many of our global locations.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have employees and leaders dedicated to ensuring our iMPact Communities (iManage's Employee Resource Groups) are successful, including iMBlack, iMProud, iMWomen, and iMCaring.
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
In addition to robust medical coverage, we also provide access to HealthJoy, a full-service healthcare concierge platform to ensure employees can make the most of their benefits!
Life insurance
Wellness programs
Through our Medical Benefits, employees can gain access to Blue365, a Fitness Discount Program with both digital and in person gym memberships.
Team workouts
iManage's team fitness initiatives include group Triathlon/Marathon training, step challenges, and more!
Mental health benefits
We offer Healthy Minds @Work. This program includes a well-being assessment, along with full access to the Healthy Minds Program app, where you have access to thousands of hours of guided meditations.
Wellness days
Financial & Retirement
401(K)
Employer match with immediate vesting
401(K) matching
iManage will match employee contributions dollar for dollar up to the first 4% of pay you contribute.
Company equity
Performance bonus
Charitable contribution matching
In response to recent global humanitarian and environmental crises, iManage matched employee charitable contributions, and made independent donations as well.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Primary leave: 20 weeks paid 100% Secondary leave: 10 weeks paid 100% There is no assumption of gender in the primary vs secondary, as we work to recognize the need to #breakthebias.
Family medical leave
Return-to-work program post parental leave
Fertility benefits
Vacation + Time Off
Generous PTO
iMAway is iManage’s flexible time off policy. Whether it’s for vacation, volunteering, celebrating holidays, or spending time with family, you have the flexibility to take the time off that you ne
Paid volunteer time
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
iManage offers pre-tax commuter benefits for all employees
Company-sponsored outings
Free daily meals
We provide free bagel breakfast on Monday, and Friday. Tuesday's we have Cereal or Oatmeal options. Wednesday's we offer healthy snacks in the afternoon! Thursday's are fresh fruit delivery days.
Free snacks and drinks
Some meals provided
Breakfast provided a few days of the week! We also get healthy snack options delivered on Wednesdays.
Company-sponsored happy hours
Recreational clubs
iManage has a running/biking club and participates in annual Triathlons.
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development
Job training & conferences
Every year we set aside a budget for each department to spend on further education and development opportunities. Continuous learning is core to who we are!
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
"Hunger for Learning" is one of our company values. We encourage employees to seek out opportunities for continued professional development.
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Every year iManage nominates an "Employee of the Year" award; where the winner is awarded a stipend to spend on a trip of their choosing. Our most recent winner went to Hawaii all expenses paid!

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