Be an Early Applicant
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
The Role
The Senior Customer Success Manager drives customer adoption and value for financial services clients, ensuring measurable outcomes and building strong relationships. They proactively manage customer health and collaborate with internal teams to enhance user experience and maximize retention.
Summary Generated by Built In
We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.
Being a Senior Customer Success Manager at iManage means…
You are the owner of value and adoption for a portfolio of corporate customers, including high-profile financial services organizations. As part of an aligned account team, you translate customer business objectives into Joint Impact Plans, using data, telemetry, and customer insight to drive scalable adoption programs and clear value realization that improves Net Revenue Retention (NRR). You operate as a strategic partner, aligning stakeholders through strong governance and consistent value storytelling—turning proven outcomes into renewal confidence and responsible expansion.
Across the full customer lifecycle, you will build trusted relationships, grounded in accountability, authenticity, and adaptability. You proactively identify signals, anticipate risk, and mobilize cross-functional teams, including Product, Support, Engineering, Training, and Channel, to remove friction and accelerate time to value. Every interaction is anchored in verified customer value, ensuring customers realize meaningful impact and long-term success with iManage.
iM Responsible For…
iM Getting To…
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.
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.
#LI-DL1
#LI-Hybrid
Being a Senior Customer Success Manager at iManage means…
You are the owner of value and adoption for a portfolio of corporate customers, including high-profile financial services organizations. As part of an aligned account team, you translate customer business objectives into Joint Impact Plans, using data, telemetry, and customer insight to drive scalable adoption programs and clear value realization that improves Net Revenue Retention (NRR). You operate as a strategic partner, aligning stakeholders through strong governance and consistent value storytelling—turning proven outcomes into renewal confidence and responsible expansion.
Across the full customer lifecycle, you will build trusted relationships, grounded in accountability, authenticity, and adaptability. You proactively identify signals, anticipate risk, and mobilize cross-functional teams, including Product, Support, Engineering, Training, and Channel, to remove friction and accelerate time to value. Every interaction is anchored in verified customer value, ensuring customers realize meaningful impact and long-term success with iManage.
iM Responsible For…
- 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.
- Deliver 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.
- Partner with Account Executives as part of an aligned account team to drive adoption, value realization, and growth readiness
- Lead strategic discovery and ongoing customer conversations to diagnose needs, guide outcomes, and reinforce value
- Proactively manage customer health by leveraging data to drive adoption, identify risk early, and ensure renewal readiness
- Orchestrate cross-functional collaboration and capture Voice of Customer insights to remove blockers and inform internal strategy
- Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes.
- 5+ years in SaaS Customer Success, Account Management, or Consulting with demonstrated impact on adoption, retention, and customer outcomes; experience partnering closely with Sales or Account Executives preferred.
- Experience working with corporate legal teams and/or financial services organizations.
- A proven ability to build and execute Joint Impact Plans, improve time-to-value, and communicate measurable business outcomes to stakeholders.
- Strong stakeholder management and consultative discovery skills, with the ability to translate customer data and usage signals into actionable insights and strategy.
- Experience driving adoption at scale, including influencing user behavior and embedding solutions into customer workflows; ability to orchestrate cross-functional teams (Product, Support, Engineering, etc.)
- A high level of ownership and resourcefulness, with the ability to independently navigate challenges while proactively engaging cross-functional teams to drive the best outcomes.
- A working knowledge of iManage products and ecosystem.
- Experience and knowledge of the LegalTech landscape.
- Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.
- A proven ability to work independently and as part of a cross-functional team.
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.
- Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
- 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)
- Matching my pension contribution (up to 6%)
- Offering BUPA private medical insurance & a Simplyhealth cash plan to assist with the everyday costs.
- Providing Group life cover, including life insurance, income protection, and critical illness protection.
- Encouraging me to make use of our top-tier flexible time off policy, which includes 25 days of annual leave and the flexibility to take further additional time off as needed
- 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.
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.
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.
#LI-DL1
#LI-Hybrid
Skills Required
- 5+ years in SaaS Customer Success, Account Management, or Consulting
- Experience working with corporate legal teams and/or financial services organizations
- Proven ability to build and execute Joint Impact Plans
- Strong stakeholder management and consultative discovery skills
- Experience driving adoption at scale
- Ability to independently navigate challenges
What the Team is Saying
Jane
Senior Manager of Quality Engineering
Bayardo
Engineering Manager
Lindsey
Senior Manager of Support Operations and Innovations
Suyash
Senior Principal Data Architect
Sandhya
Lead Data Scientist
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Sam
Principal Knowledge Engineer
Grace
Senior Manager of Cloud Renewals Program
Mark
Director of Engineering
Brian
Senior Director of Customer Experience
Thomas
Senior Site Reliability Engineer
Jing
Staff Software Engineer
Stew
Director of Engineering
Nick
Senior Manager of GTM Operations
Neil
CEO
Neil
CEO and Co-founder
Amy
Chief People Officer
Sarah
Sr. People Technology Specialist
Sarah
Sr. People Technology Specialist
Zia
Chief Architect
Zia
Chief Architect
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iManage Compensation & Benefits Highlights
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Leave & Time Off Breadth — Time off is described as flexible through the iMAway policy that replaces traditional accruals across international operations, with wellness days and unlimited sick time also mentioned. This flexibility is positioned as a distinctive part of the total rewards experience.
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Parental & Family Support — Policies are presented as gender-neutral and robust for both primary and secondary caregivers, with added coverage for bereavement and pregnancy loss. Company materials also reference strong utilization and support for returning to work.
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Healthcare Strength — Offerings include comprehensive medical, dental, and vision coverage alongside expanded mental-health and EAP resources for employees and household members. Tools such as counseling/coaching, healthcare concierge, and wellbeing programs reinforce breadth.
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The Company
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.
Gallery
iManage Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We provide flexibility for our employees to have a meaningful work-life balance as remote workers, & an option to work from 1 of 7 global offices
Typical time on-site:
0 days a week
