Principal Customer Success Manager (Large Law)

iManage is a SaaS company providing intelligent, cloud-enabled, and secure solutions for managing business content and communications. The Principal Customer Success Manager will oversee strategic large law firm accounts, driving adoption, retention, loyalty, satisfaction, and expansion by coordinating customer success initiatives and collaborating with cross-functional teams.

Responsibilities:

• Managing day-to-day interactions with your assigned portfolio of strategic law firm customers, addressing feedback, outcomes, and product inquiries, while prioritizing customer retention and advocacy
• Establishing regular communication cadences with strategic law firm clients to proactively discuss business needs, add value, and identify risks to subscription renewal
• Acting as the trusted central point of contact, bringing in subject matter experts as needed to meet the unique requirements of each law firm
• Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes
• Developing and executing plans that address client needs, proactively resolving blockers, and ensuring seamless delivery of services
• Validating customer outcomes through direct conversations, analysis of health metrics, and success feedback sessions tailored to the legal industry
• Designing, developing, and optimizing strategies to increase adoption, loyalty, and engagement among large law firms, minimizing churn and driving retention
• Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage
• Collaborating with customers and channel partners to implement success programs and provide tailored success plays
• Advocating internally between law firm clients and business functions (support, product management, professional services, training) to ensure the right resources are engaged to overcome adoption obstacles
• Building and maintaining strong relationships with colleagues in sales, channel, support, product management, and partner enablement to foster collaboration and drive customer activities
• Leveraging account intelligence and industry trends to promote best practices throughout the customer lifecycle for large law firms
• Staying ahead of competitive developments within the legal industry to provide strategic guidance and maintain customer satisfaction

Requirements:

• Experience working with a portfolio of enterprise level, high-value strategic customers
• A minimum of 10+ years of experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• Experience managing, working with and presenting to C-Suite stakeholders
• A Bachelor's Degree in Business, Business Administration, Information Management, or the equivalent professional experience
• Experience managing Fortune 500 accounts & customers
• Excellent business communication, organizational and project management skills
• The ability to create structure in ambiguous situations and design effective processes
• A high level of resourcefulness to be able to independently seek out resolutions
• Legal industry knowledge
• A working knowledge of iManage products and solutions
• Experience working with CSM software, Salesforce and ticketing systems
• A PMP or ITIL certification
• Experience implementing enterprise cloud and/or security platform solutions