Manger of Customer Success (Closing Folders)

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 Manager of our Customer Success team at iManage Means… 

You’re passionate about building meaningful relationships and helping professionals work smarter - and you’re ready to lead a team that brings that energy to our Closing Folders customers every day. As the Manager of our Customer Success team, you’ll serve as a trusted advisor and strategic partner to our clients, driving adoption, retention, and expansion across a growing customer base. 

In this role, you’ll shape customer engagement strategies, mentor team members, and collaborate cross-functionally to evolve how we deliver value. You’ll play a pivotal role in how our customers experience our product and how our product grows to meet their needs. 

At iManage, we thrive on curiosity, creativity, and a drive for excellence in an ever-changing environment. Here, you’ll make your mark, grow your leadership skills, and help define what success looks like for our customers. 

iM Responsible For… 

• Owning strategic client relationships and serving as the senior point of contact for key accounts, ensuring alignment between customer objectives and the iManage Closing Folders product roadmap. 
• Developing and executing customer success strategies that drive product adoption, satisfaction, and renewal, while proactively identifying growth opportunities. 
• Leading account planning and quarterly business reviews with customers to assess performance, showcase ROI, and define next-phase objectives. 
• Partnering cross-functionally with Product, Marketing, Sales, and Support to advocate for customer needs and influence product development and go-to-market strategy. 
• Guiding internal enablement efforts, including developing scalable programs, resources, and training initiatives that enhance customer engagement and drive team consistency. 
• Mentoring and supporting team members, helping build best practices for relationship management, customer communications, and strategic growth initiatives. 
• Conducting high-impact webinars, demos, and workshops to educate clients and champion new feature adoption. 

iM Qualified Because I Have… 

• A Bachelor’s degree in Business, Communications, Information Systems, or related field. 
• A Juris Doctor (JD) preferred but not requirede(specially valuable for understanding the workflows of legal professionals). 
• 5+ years of experience in Customer Success, Account Management, or related roles within a SaaS environment, with at least 2+ years leading a team or program. 
• A proven track record of driving customer retention, expansion, and engagement across complex accounts. 
• Strong strategic thinking and relationship management skills, with the ability to influence senior levels of client organizations. 
• Excellent presentation, facilitation, and communication skills. 
• A passion for technology, change management, and helping customers realize measurable business value. 
• A willingness to travel occasionally to customer sites and iManage offices (e.g., Chicago/Toronto & internationally).

Bonus Points If I Have... 

• Experience working within a law firm or with legal professionals in a customer success, training, or technology enablement capacity. 
• Familiarity with contract management or transaction management platforms. 

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 $125,000 - $150,000 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 during the hiring process. 

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.