Customer Success Manager
September 6
🏡 Remote – Anywhere in California
Description
• Manage assigned Cloud customer portfolio • Establish relationships with key customer contacts • Address customer feedback and outcomes • Focus on customer retention and advocacy • Create and enforce plans to meet customer outcomes • Validate customer outcomes through direct conversations and analyzing health metrics • Design and optimize customer adoption and engagement strategies • Establish communication cadence to discuss business needs • Serve as trusted contact for customers • Work with customers and Channel to implement success programs • Build relationships with internal teams to assist in customer outcomes • Prepare and present customer Business Value Reviews and/or Joint Success Plan Reviews • Understand customer segments and how they use iManage solutions
Requirements
• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent • A minimum of 3-5+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment • Excellent business communication, organizational and project management skills • Ability to create structure in ambiguous situations and design effective processes • High level of resourcefulness to independently seek out resolutions • Bonus Points: A working knowledge of iManage products, used Totango, SalesForce and ticketing systems, an ability to work well independently and as part of a team, a PMP certification, experience implementing cloud software, experience working in a law firm or a corporate legal team
Benefits
• Comprehensive Health/Vision/Dental/Life Insurance • 401k Retirement Savings Plan with a company match up to 4% • Access to HealthJoy, a healthcare concierge service • Enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, 10 weeks 100% paid for secondary leave • Flexible time off policy • Multiple company wellness days • Free access to the Healthy Minds app for mindfulness, meditation and more
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