Principal Customer Success Manager

iManage; London; Hybrid; GBP 60,000 - 100,000; Full time

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 Principal, Customer Success Manager at iManage Means…

You are responsible for working with the iManage enterprise customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes, ensuring retention. This role is responsible for creating and 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 the 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 day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy.
• Creating and enforcing plans that will help meet the needs of customers, 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 communication cadence with strategic customer base 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 needs.
• Planning and leading initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
• Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
• Working with customers and Channel to implement success programs and provide success plays.
• 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 customer activities.
• Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle.
• Understanding competition and staying ahead of the curve.

I’m Qualified Because I Have…

• Experience dealing with a portfolio of Enterprise level, High-value Strategic Customers.
• A minimum of 10+ Years’ experience in Management Consulting, Relationship Management, or Customer Success in a SaaS environment.
• Experience managing, working with and presenting to C-Suite Stakeholders.
• Experience managing Fortune 500 accounts & customers.
• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent.
• 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...

• Legal and Corporate / Finance Industry Knowledge.
• A working knowledge of iManage products and solutions.
• Used Totango, SalesForce and ticketing systems.
• An ability to work well independently and as part of a team.
• A PMP or ITIL certification.
• Experience implementing enterprise cloud and/or security platform solutions.

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 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.

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).
• 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 [e-mail] 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.

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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