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.

Being a Principal Customer Success Manager at iManage Means…

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.

iM Responsible For…
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Client Relationship Management
- Managing 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.

- Establishing regular communication cadences with strategic law firm clients to proactively discuss business needs, add value, and identify risks to subscription renewal.

- Acting as the trusted central point of contact, bringing in subject matter experts as needed to meet the unique requirements of each law firm.

- Conducting Executive Business Calls and Business Reviews with strategic law firm clients to monitor progress and support achievement of targeted outcomes.

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Success Planning & Execution
- Developing and executing plans that address client needs, proactively resolving blockers, and ensuring seamless delivery of services.

- Validating customer outcomes through direct conversations, analysis of health metrics, and success feedback sessions tailored to the legal industry.

- Designing, developing, and optimizing strategies to increase adoption, loyalty, and engagement among large law firms, minimizing churn and driving retention.

- Leading initiatives designed to enhance customer success and satisfaction throughout the firm's journey with iManage .

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Cross-functional Collaboration
- Collaborating with customers and channel partners to implement success programs and provide tailored success plays.

- Advocating 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.

- Building and maintaining strong relationships with colleagues in sales, channel, support, product management, and partner enablement to foster collaboration and drive customer activities.

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Strategic Intelligence
- Leveraging account intelligence and industry trends to promote best practices