iManage Jobs

Principal Customer Success Manager (Singapore)

iManage

Principal Customer Success Manager (Singapore)

Posted Yesterday

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Singapore, SGP

Hybrid

Expert/Leader

Artificial Intelligence • Cloud • Information Technology • Legal Tech • Productivity • Software

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

The Role

Lead Customer Success strategy and execution across Asia to drive retention, expansion, adoption, and license consumption. Own renewals, NRR, escalation management, cross-functional alignment with sales, product, services and partners, and regional reporting. Run adoption programs, account plans, risk mitigation, and executive engagement to deliver measurable customer value.

Summary Generated by Built In

This is a remote, full-time position based in Singapore. While we are a global team that leverages the latest technology to communicate with our colleagues and customers across the globe, this role does require travel for in-person collaboration with your team, in addition to customer, prospect and iManage Partner meetings and events throughout Asia.
Being a Principal Customer Success Manager at iManage Means…
You will lead Customer Success strategy, execution, and outcomes across Asia, reporting to the Asia-Pacific (APAC) Customer Success Geo Leader. You'll own retention, expansion, and product adoption and activation targets for Asia, acting as the primary cross-functional partner for sales, professional services, product, and marketing in the region – working closely with partners in Asia to ensure iManage products are fully deployed, actively used, and delivering demonstrable business value.
iM Responsible For…

Strategic Leadership & Organization — Lead Customer Success strategy and execution across Asia, aligning with segment leaders to ensure consistent customer outcomes region-wide.
Customer & Partner Success Management — Own end-to-end CS delivery across the region, focused on retention, expansion, and strategic engagement. Drive product adoption and value realisation with customers, and partner with Asia-based partners on onboarding, adoption planning, joint strategies, and governance - resolving gaps in partner-delivered CS activities.
Adoption, Activation & License Consumption - Drive adoption and activation programmes to maximise license consumption and realised value. Set and monitor targets with segment leaders and partners, develop customer roadmaps, and run adoption reviews with corrective action for underperforming accounts.
Renewal & Revenue Management - Lead renewal strategy to meet or exceed Asia renewal and NRR targets alongside Renewals and Risk teams. Identify at-risk accounts early, develop mitigation with sales/AEs, and manage expansion opportunities through adoption insights.
Sales Alignment & Pipeline Integration - Stay aligned with sales leadership on pipeline, competitive dynamics, and market trends. Join pipeline reviews, account planning, & customer meetings and collaborate on regional GTM strategies.
Escalation Management - Act as escalation point of contact for Asia customer issues, overseeing resolution with segment leaders for timely, well-owned responses. Partner with support, professional services, and product on complex escalations, and track trends for systemic fixes.
Metrics, Reporting & Accountability - Own KRs/KPIs across adoption, activation, renewal, expansion, and satisfaction. Monitor health and renewals, manage risk mitigation, and report regularly to leadership via the VP CS's Rhythm of Business process.
Cross-Functional Integration - Partner with implementation and support on onboarding and technical support; work with product/engineering on customer feedback; support marketing with advocacy, case studies, and references.

iM Qualified Because I Have…

10+ years of experience in Customer Success, account management, or an equivalent client-facing leadership role in a SaaS or enterprise software environment in the Asia Market.
Proven track record of driving product adoption and activation outcomes at scale, including measurable improvements in licence utilisation and customer value realisation.
Experience working closely with channel or technology partners to deliver CS functions and co-develop joint customer success strategies.
Proven track record of achieving or exceeding NRR, renewal, and expansion targets.
Strong executive presence with experience engaging C-suite and senior stakeholders at enterprise accounts.
The ability to operate both strategically and hands-on in a fast-paced, high-growth environment.
Experience in cross-functional collaboration with sales, professional services, product, and marketing teams.
Strong analytical skills with the ability to leverage data to drive decisions and demonstrate business impact.
Excellent communication, presentation, and influencing skills.

Bonus Points If I Have...

Experience in legal technology, legal services, or professional services software.
Familiarity with document management, knowledge management, or enterprise content management platforms.
Experience managing partner-led or channel-driven Customer Success motions.
Proficiency in Customer Success platforms (e.g., Gainsight, Salesforce) and data analytics tools.

Don't meet every qualification listed above? Studies show that women and people of colour 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 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.

iManage Is Supporting Me By…

Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.
Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.
Rewarding me with an annual performance-based bonus.
Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
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.

About iManage…
At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of 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 embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on 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 recruitment privacy statement for more information on how we handle your personal data.
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Skills Required

10+ years of Customer Success, account management, or equivalent client-facing leadership in SaaS/enterprise software in the Asia market.
Proven track record driving product adoption, activation, and measurable licence utilisation improvements at scale.
Experience working with channel or technology partners to deliver customer success and co-develop joint strategies.
Proven track record of achieving or exceeding NRR, renewal, and expansion targets.
Strong executive presence and experience engaging C-suite and senior stakeholders at enterprise accounts.
Ability to operate strategically and hands-on in a fast-paced, high-growth environment.
Experience collaborating cross-functionally with sales, professional services, product, and marketing teams.
Strong analytical skills and ability to leverage data to drive decisions and demonstrate business impact.
Excellent communication, presentation, and influencing skills.
Willingness and ability to travel for in-person collaboration, customer, partner meetings and events across Asia.
Experience in legal technology, document/knowledge/enterprise content management platforms.
Proficiency in Customer Success platforms (e.g., Gainsight, Salesforce) and data analytics tools.

What the Team is Saying

iManage Compensation & Benefits Highlights

Parental & Family Support — Parental leave provides lengthy fully paid time for both primary and secondary caregivers, using inclusive, gender‑agnostic language and support for adoption. Availability is outlined for newer hires with tenure-based options.
Leave & Time Off Breadth — A flexible, non‑accrual PTO policy (“iMAway”) offers uncapped paid time off alongside unlimited paid sick time and designated wellness days. This approach is positioned to support work–life balance and autonomy.
Healthcare Strength — Core medical, dental, and vision coverage is complemented by programs like a care‑concierge service and mental‑wellbeing resources covering parenting, neurodiversity, and resilience. Additional offerings such as musculoskeletal and metabolic health programs expand overall coverage depth.

Learn more about iManage's Compensation & Benefits →

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The Company

HQ: Chicago, IL

1,100 Employees

Year Founded: 2015

What We Do

iManage is dedicated to Making Knowledge Work. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover & activate the knowledge that exists inside their business content and communications. We are continuously innovating to solve the most complex professional challenges & enable better business outcomes. Our work is not always easy but it is ambitious & rewarding. We are a people-first company where our employee's wellbeing is our #1 priority! That’s why we offer generous paid time off, private benefit packages that include Health/Vision/Dental/Life, plus our employee assistance program (EAP) and HealthyMinds app to support your mental health and wellbeing. We realize that work is more than just a paycheck; it’s an important part of living and growing. We strive to have a positive impact on families and a commitment to creating an organization where everyone can thrive. We’re on a mission to foster an environment where everyone makes progress, innovates, and comes together as part of a best-in-class workplace. Everyone at iManage plays an important part in achieving our vivid future.

Why Work With Us

We’re looking for people who love a challenge. People who are happiest when they’re working hard, solving problems, and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible.