Customer Success Manager

iManage; London; Hybrid; GBP 40,000 - 80,000

Job description

We offer a flexible working policy that empowers iManage employees to balance work and well-being. We encourage two days per week in-office collaboration, offering opportunities to learn from peers in person, while also providing the flexibility needed for a meaningful work-life balance.

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 to ensure the highest possible loyalty and satisfaction.

You will be working closely with field facing teams such as iManage Account Executive, Channel, Product 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.

I'm 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, 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 play.
• Acting as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption.
• 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 Joint Success/ Impact 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.

I'm 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!

I'm 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.
• 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 help with the everyday costs.
• Providing Group life cover (including life insurance, income protection and critical illness protection).
• Encouraging me to take time off with 25 days annual leave, bank holidays, and other life events.
• 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.

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 domain. If you have any concerns or questions about communications you have received, please send them to 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 the Law.

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.

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