Senior Director of Customer Success

Job Description

Job Description

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 Senior Director, Customer Success at iManage Means…
You will lead our Americas team dedicated to ensuring our customers achieve their desired outcomes while growing their relationship with iManage. You will own customer retention, adoption, and advocacy across a high-impact portfolio, leveraging your ability to inspire teams, build trust with executives, and drive meaningful business impact across the organization.

iM Responsible For…
Leadership & Team Development

• Leading and developing a team of customer success professionals to manage strategic customer portfolios while driving accountability for key retention, adoption, and satisfaction metrics; establishing data-driven performance targets aligned to company OKRs and regularly analyzing team performance against targets.
• Developing and mentoring direct reports to think strategically and analytically; providing regular performance feedback aligned to the iThrive framework; fostering a culture of data-driven decision making and continuous learning through coaching and development opportunities.

Customer Health & Risk Management

• Leveraging predictive analytics and customer health scoring models to identify at-risk accounts, churn signals, and expansion opportunities; translating data insights into proactive mitigation and growth strategies that demonstrably reduce churn and increase net revenue retention.
• Conducting regular customer health assessments through direct conversations combined with rigorous data analysis of usage patterns, feature adoption, support ticket trends, and business outcomes; synthesizing insights to prioritize organizational resources and inform product strategy.

​​​​​​​Strategic Customer Engagement

• Establishing executive-level customer relationships by conducting Executive Business Calls and Quarterly Business Reviews grounded in data analysis, customer metrics, and competitive positioning; using insights to guide strategic account planning and align customer outcomes with iManage roadmap.
• Developing and executing evidence-based customer adoption, loyalty, communication, and engagement strategies informed by customer behavior data, industry benchmarks, and competitive intelligence; measuring strategy effectiveness through defined KPIs and iterate based on results.

Program Design & Execution

• Designing and implementing strategic customer success programs and enablement content that are informed by customer segmentation analysis, adoption maturity benchmarks, and outcome data; continuously optimizing programs based on performance metrics and customer feedback.

Cross-Functional Collaboration

• Coordinating cross-functional initiatives with sales, support, product management, and professional services; using data to identify customer obstacles and barriers to adoption, recommending solutions, and tracking impact on customer outcomes and retention.
• Building and maintaining strong internal partnerships with colleagues in sales, channel, support, product management, and partner enablement; establishing shared data dashboards and reporting to align on customer priorities and cultivate cooperation in customer activities.

iM Qualified Because I Have…

• 10+ years of customer success, account management, or customer-facing leadership experience in a B2B SaaS environment, with proven track record managing strategic customer portfolios.
• A demonstrated ability to develop, mentor, and lead high-performing teams through clear goal-setting, performance feedback, and coaching that builds confidence and promotes growth.
• Proven expertise in designing and executing customer retention, adoption, and engagement strategies that measurably improve customer outcomes and reduce churn.
• Strong executive presence and stakeholder management skills with the ability to build trust with C-level customers, influence cross-functional teams, and drive alignment across organizations.
• Demonstrated emotional intelligence with the ability to listen actively, understand diverse perspectives, and lead with empathy while maintaining high standards for accountability and results.
• Strong business acumen with deep understanding of SaaS metrics (retention, churn, net revenue retention), financial impact of customer decisions, and ability to connect customer outcomes to company strategy.
• A proven ability to identify and escalate customer risks, develop mitigation strategies, and communicate transparently with internal and external stakeholders.
• Experience conducting and facilitating complex customer conversations including executive business reviews, health assessments, and success planning sessions.

Bonus Points If I Have…

• Legal and corporate/finance industry knowledge or experience selling/supporting into these verticals.
• A working knowledge of iManage products and solutions, particularly iManage Work, Drive, Tracker, and Insight+.
• Hands-on experience with customer success tools such as Salesforce, or ticketing systems for managing customer interactions and outcomes.
• Project Management Professional (PMP) or ITIL certification.
• Experience implementing enterprise cloud and/or security platform solutions with complex customer bases.
• Demonstrated ability to work effectively both independently and as a collaborative member of a distributed, global 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 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 $225,000 - $275,000 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 View email address on us.fitly.work 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.

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