Remote opportunity at
iManageSenior Customer Success Manager (Law Firms)
iManage, a cloud-enabled knowledge and document management platform used by more than 4,100 customers, is hiring a Senior Customer Success Manager who will focus on law…
Career Tools
About This Role
iManage, a cloud-enabled knowledge and document management platform used by more than 4,100 customers, is hiring a Senior Customer Success Manager who will focus on law firms. The role is remote and sits on a core account team. Occasional visits to a nearby office might be required for team meetings, company gatherings or planning sessions. The manager owns value and adoption for a portfolio of customers, mostly large law firms.…
Job Description
iManage, a cloud-enabled knowledge and document management platform used by more than 4,100 customers, is hiring a Senior Customer Success Manager who will focus on law firms. The role is remote and sits on a core account team. Occasional visits to a nearby office might be required for team meetings, company gatherings or planning sessions.
The manager owns value and adoption for a portfolio of customers, mostly large law firms. The work turns business goals into joint impact plans, uses product telemetry and customer insight to build repeatable adoption programs, and documents value stories that support net revenue retention. The role also manages stakeholder governance and turns demonstrated value into renewal certainty and growth.
Work reaches channel, training, engineering, support and product groups as well as account teams, clearing obstacles and delivering adoption programs. The manager spots warning signs early, brings in the right experts, and ties each activity to business outcomes and retention metrics. Other duties include shortening time to first value, building a champion network, and making sure renewals are ready with proof of value and risk plans.
Strong candidates bring seven or more years of SaaS work in customer success, account management or consulting, with adoption and retention outcomes they can point to. Experience with law firms or corporate legal teams is valued, along with a record of building impact plans, improving time to value and presenting value updates. Clear communication with both business and technical audiences, fluency with telemetry and health data, and program leadership at portfolio scale are needed. Familiarity with Totango, Salesforce or similar tools is a bonus.
The posted US base salary range is $110,000 to $150,000 per year. That figure excludes bonus, commission and benefits, and the final offer depends on skills, experience and qualifications.
Responsibilities
- Run value and adoption work across the customer book, aiming for clear retention gains
- Align joint impact plans with account plans and turn proven results into business cases
- Lead business value reviews that show ROI and next milestones, and build relationships across customer organizations
- Work with the channel team so partner-delivered work meets adoption metrics
- Create customer advocates, including reviews, quotes and case studies, after value is proven
- Drive onboarding toward time to first value and plan later value milestones
- Build and enable a champion network
- Spot value-led expansion opportunities and move them forward with the account team
- Get renewals ready with proof of value, stakeholder mapping, dated timelines and mitigation plans
Requirements
- Seven or more years in SaaS roles spanning customer success, accounts or consulting
- Measurable adoption and retention impact in earlier roles
- Experience with law firms or corporate legal teams
- Ability to build impact plans and present value realization updates
- Clear communication with business and technical audiences, using telemetry and health data
- Experience leading adoption programs across a portfolio and aligning channel, training, engineering, support and product partners
- Resourcefulness in finding solutions independently
Qualifications
- Familiarity with the iManage product line and its surrounding ecosystem (a bonus)
- Practical use of Totango, Salesforce or similar customer success and CRM tools (a bonus)
Core Skills
Benefits
- A competitive salary, applied through a consistent process that is reviewed regularly
- Annual performance-based bonus
- Health, vision, dental and life coverage, plus a 401(k) that matches up to 4 percent
- Enhanced parental leave, paid in full: 20 weeks for primary caregivers and 10 weeks for secondary caregivers
- Flexible time-off policy and several company wellness days each year
- Access to the RethinkCare behavioral health platform
- Access to LinkedIn Learning and certification opportunities
- Flexible working hours
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
The posting lists the role as remote and mentions possible trips to an office for events and planning meetings.
What is the base salary range?
The posted US base salary range is $110,000 to $150,000 per year, excluding bonus, commission and benefits.
What experience is needed?
The posting sets a bar of seven-plus years in software customer success, accounts or consulting, and work with law firms is valued.
How does iManage contact candidates?
The posting says iManage communicates from its own email domain and will never ask candidates to recruit by text.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.