Customer Success Manager (Law Firms)

London, United Kingdom

Full Time

Customer Success

Mid Level

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…

You are the value and adoption owner for your portfolio of customers, primarily high-profile law firms. As part of the core account team, you turn business objectives into joint impact plans, and turn telemetry and customer insights into repeatable adoption programs and clear value stories that lift NRR. You keep stakeholders aligned through clear governance, converting proven value into renewal confidence and responsible expansion.

Supporting the full customer lifecycle, you will continue to build trusted relationships, demonstrating accountability, authenticity, and adaptability with key customer and channel stakeholders, and work with Account Teams, Product, Support, Engineering, Training, and Channel to remove friction and run programs that drive adoption and measurable outcomes. You pre-empt reactive work by spotting signals early, mobilizing the right experts, and anchoring every activity to business outcomes and KPIs that improve NRR.

iM Responsible For…

Owning the value and adoption strategy across your portfolio; delivering measurable NRR lift via outcome roadmaps.
Aligning Joint Impact Plans with broader account plans and converting proven outcomes into well-documented business cases.
Leading Business Value Reviews with clear ROI and next value milestones and multi-threading relationships across organizations to de-risk renewals and unlock growth.
Partnering with Channel so partner-delivered work aligns to adoption metrics and success criteria.
Creating advocates (reviews, quotes, case studies) once value is verified and collaborating with Marketing as needed.
Driving onboarding to time-to-first-value (TTFV) and sequencing time-to-next-value (TTNV) with role-based enablement.
Establishing and enabling a champion network
Identifying value-led expansion opportunities and coordinating with the account team to progress them.
Ensuring renewal readiness with value proof, stakeholder maps, timelines, and risk/mitigation plans, along with accurate forecast signals.
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 outcomes.

iM Qualified Because I Have…

5+ years in SaaS Customer Success/Account Management/Consulting with measurable adoption and retention impact.
Experience working in a law firm, corporate legal teams or with law firms.
Proven ability to build impact plans, improve time-to-first/next value, and present clear value realization updates.
Strong stakeholder communication across business and technical audiences with a data-driven approach to telemetry and health.
Experience running adoption programs at portfolio scale and coordinating with Product, Support, Engineering, Training, and Channel.

High level of resourcefulness to be able to independently seek out resolutions

Bonus Points If I Have...

A working knowledge of iManage products and ecosystem
Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.
An ability to work well independently and as part of a team
Proven ability to work independently and as part of a cross-functional team.
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!

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 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 [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.

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