Manages post-sale customer success for cloud customers and law firms using a pooled model. Responsibilities include driving adoption, responding to customer inquiries, creating self-service resources, maintaining documentation, coordinating escalations, analyzing customer data, improving scalable workflows, and building customer advocacy. Requires strong communication, organization, resourcefulness, and experience in a high-volume SaaS support or customer success environment.
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 Customer Success Manager at iManage Means…
As part of the Standard Customer Success team, you will use our pooled customer success model to maximize adoption and help cloud customers/ law firms reach their desired business outcomes. You will combine customer-facing communication, technical expertise, and operations skills to maintain a one-to-many relationship with our cloud customers. You will identify ways to provide value at scale from post-sale through the entire customer lifecycle. You will also share data-driven insights with internal teams to keep improving the customer experience. You will be passionate about learning about our customers, our solutions, and being part of a team.
iM Responsible For…
Bonus Points If I Have...
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!
iM Getting To…
iManage Is Supporting Me By...
The overall US annual base salary range for this position is $87,000–$135,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation.
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 Customer Success Manager at iManage Means…
As part of the Standard Customer Success team, you will use our pooled customer success model to maximize adoption and help cloud customers/ law firms reach their desired business outcomes. You will combine customer-facing communication, technical expertise, and operations skills to maintain a one-to-many relationship with our cloud customers. You will identify ways to provide value at scale from post-sale through the entire customer lifecycle. You will also share data-driven insights with internal teams to keep improving the customer experience. You will be passionate about learning about our customers, our solutions, and being part of a team.
iM Responsible For…
- Collaborating with the global Customer Success team to identify, design, and implement automated, proactive customer touchpoints.
- Monitoring the Standard Customer Success queue and responding to incoming customer inquiries according to SLAs.
- Working with internal teams to create self-service user collateral.
- Maintaining detailed and accurate documentation across different platforms.
- Liaising between customers and business functions (for example, support, product management, professional services, and training) to engage the right resources to increase customer adoption, including resolving escalations.
- Building and maintaining strong working relationships with colleagues in sales, partner organizations, support, product management, and partner enablement to encourage cooperation on customer activities.
- Understanding how our customer segments use iManage solutions to achieve value and desired outcomes.
- Analyzing data for insights to share with the organization.
- Managing multiple communication channels effectively.
- Creating customer advocates.
- A bachelor’s degree or equivalent.
- 3+ years of experience in a fast-paced customer support, helpdesk or customer success role in a SaaS environment.
- The ability to handle ticket based, high volume customer focused environment.
- A working knowledge or exposure to iManage products.
- Strong interpersonal and writing skills for customer communication.
- Excellent business communication, organization, and project management skills.
- The ability and desire to learn continuously
- A passion for creating and following scalable workflows.
- The ability to create structure in ambiguous situations.
- A high level of resourcefulness to seek out resolutions independently.
- A self-starter attitude and the ability to work with little supervision independently and as part of a global team.
Bonus Points If I Have...
- Experience using Salesforce and Zendesk (or equivalent ticketing software).
- Experience working at a law firm or on 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!
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.
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.
- Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- 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.
The overall US annual base salary range for this position is $87,000–$135,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation.
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
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