Principal Customer Success Manager (Large Law)

This is a remote role within a global team that utilizes cutting-edge technology to stay connected with colleagues worldwide. Occasional travel to a local office may be required for in-person collaboration with your team, as well as for company events, team building activities, or strategic meetings.

About the role

As a Principal Customer Success Manager at iManage, you will oversee a portfolio of global strategic large law firms, responsible for partnering with these enterprise customers to ensure they maximize the value from their iManage subscriptions. Your primary focus is on identifying and delivering business outcomes that drive retention, loyalty, and satisfaction across all products and services. You will engage closely with field-facing teams—such as Account Executives, Channel, Product, and key executive stakeholders within your client law firms—offering advisory guidance, coordinating activities, and serving as a dedicated advocate to support customer preservation and success.

Throughout the entire customer lifecycle, you will build and strengthen relationships with key stakeholders by demonstrating accountability, authenticity, and adaptability. You will collaborate with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement teams to deliver ongoing value and execute programs that drive adoption of desired outcomes, with a strong emphasis on retention. Integral to your responsibilities is monitoring and improving net revenue retention (NRR), ensuring that existing customers continue to expand their use of iManage solutions while minimizing churn. By actively identifying qualified leads and expansion opportunities within your accounts, you help drive sustainable revenue growth and reinforce the strategic value of the customer success function. Your role includes orchestrating initiatives that support large law firms in achieving their strategic objectives and ensuring their continued satisfaction with iManage solutions.

Responsibilities

• Manage 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.
• Establish regular communication cadences with strategic law firm clients to proactively discuss business needs, add value, and identify risks to subscription renewal.
• Act as the trusted central point of contact, bringing in subject matter experts as needed to meet the unique requirements of each law firm.
• Conduct Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.
• Develop and execute success plans that address client needs, proactively resolve blockers, and ensure seamless delivery of services.
• Validate customer outcomes through direct conversations, analysis of health metrics, and success feedback sessions tailored to the legal industry.
• Design, develop, and optimize strategies to increase adoption, loyalty, and engagement among large law firms, minimizing churn and driving retention.
• Lead initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage.
• Collaborate with customers and channel partners to implement success programs and provide tailored success plays.
• Advocate 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.
• Build and maintain strong relationships with colleagues in sales, channel, support, product management, and partner enablement to foster collaboration and drive customer activities.
• Leverage account intelligence and industry trends to promote best practices throughout the customer lifecycle for large law firms.
• Stay 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 in 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 independently seek out resolutions.

Preferred Qualifications

• 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.

Benefits

• 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 your career path with our internal development framework.
• Expand your 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 you 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.
• Market competitive salary applied through a consistent, equitable process, regularly reviewed based on industry data.
• Annual performance-based bonus.
• Comprehensive Health/Vision/Dental/Life Insurance.
• 401k Retirement Savings Plan with a company match up to 4%.
• Enhanced leave for expecting parents: 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Flexible time off policy to take the time you need for vacation, volunteering, celebrating holidays, or spending time with family.
• Multiple company wellness days each year to prioritize mental health and well-being.
• Access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success.

Pay

The overall US annual base salary range for this position is $120,000–$165,000 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.