Senior Customer Success Manager (Corporate Legal)

About the role

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.

Responsibilities

• 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.
• Delivering 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.
• Partner with Account Executives as part of an aligned account team to drive adoption, value realization, and growth readiness.
• Lead strategic discovery and ongoing customer conversations to diagnose needs, guide outcomes, and reinforce value.
• Proactively manage customer health by leveraging data to drive adoption, identify risk early, and ensure renewal readiness.
• Orchestrate cross-functional collaboration and capture Voice of Customer insights to remove blockers and inform internal strategy.
• Understanding customer segment for how the customer uses differing iManage solutions to achieve value and outcomes.

Requirements

• 5+ years in SaaS Customer Success, Account Management, or Consulting with demonstrated impact on adoption, retention, and customer outcomes; experience partnering closely with Sales or Account Executives preferred.
• Experience working with corporate legal teams and/or financial services organizations.
• A proven ability to build and execute Joint Impact Plans, improve time-to-value, and communicate measurable business outcomes to stakeholders.
• Strong stakeholder management and consultative discovery skills, with the ability to translate customer data and usage signals into actionable insights and strategy.
• Experience driving adoption at scale, including influencing user behavior and embedding solutions into customer workflows; ability to orchestrate cross-functional teams (Product, Support, Engineering, etc.)
• A high level of ownership and resourcefulness, with the ability to independently navigate challenges while proactively engaging cross-functional teams to drive the best outcomes.
• A working knowledge of iManage products and ecosystem.
• Experience and knowledge of the LegalTech landscape.
• Hands-on experience with Totango, Salesforce, or comparable CS/CRM platforms.
• A proven ability to work independently and as part of a cross-functional team.

Qualifications

• Mid Level
• Customer Success
• Full Time
• Chicago, IL

Skills

• Salesforce
• Totango
• LegalTech

Benefits

• Market Competitive Salary
• Annual Performance-Based Bonus
• Health/Vision/Dental/Life Insurance
• 401k Retirement Savings Plan with a company match up to 4%
• Enhanced Leave for Expecting Parents
• Flexible Time Off Policy
• Multiple Company Wellness Days
• RethinkCare Behavioral Health Platform

Pay

• Competitive salary based on experience and qualifications

Schedule

• Hybrid