Senior Manager of Customer Success (APAC)

Position Overview

This remote leadership role involves managing the Customer Success team across the APAC region, emphasizing customer retention, product adoption, and advocacy within iManage's strategic portfolio. Occasional office visits are expected for team collaboration and company events.

Key Responsibilities

• Design and implement a customer success strategy for APAC aligned with corporate growth targets and customer retention metrics such as NRR, GRR, CSAT, and adoption rates, driving accountability for these results.
• Oversee full customer success service delivery focused on customer retention, expansion, and strategic engagement, including coordinating with APAC partners for onboarding and governance while addressing gaps in partner services.
• Create and apply data-driven customer engagement plans based on behavioral analytics, regional standards, and competitive insights, continually optimizing performance against KPIs.
• Utilize predictive analytics and health scoring to detect potential churn or growth opportunities and apply proactive strategies to reduce churn and boost net revenue retention.
• Maintain relationships with C-suite stakeholders, lead executive business communications and quarterly reviews centered on data and usage metrics, ensuring alignment of customer success goals with company plans.
• Carry out customer health evaluations integrating direct communication and detailed usage analysis to guide resource allocation and product development.
• Serve as the escalation contact for customer issues in APAC, coordinating timely resolutions and fostering partnerships with support, professional services, and product teams to address systemic problems.
• Collaborate with Sales for smooth onboarding transitions and developing plans for account growth and upselling aligned with customer objectives.
• Manage budgeting and resource planning of the customer success team, optimizing expenses without sacrificing customer satisfaction.
• Lead and mentor a team of four Customer Success Managers, promoting accountability, growth, customer focus, and providing constructive performance feedback.
• Foster strategic and analytical thinking in direct reports, cultivating a data-centric decision-making culture and defining career development pathways.

Qualifications

• At least seven years of experience in customer success, account management, or post-sales leadership within a global SaaS environment; legal technology or enterprise software expertise preferred.
• Minimum five years managing teams with successful track records in team growth, mentorship, and performance improvement.
• Proven ability to devise and implement customer retention and adoption strategies, enhancing satisfaction and reducing churn with measurable outcomes.
• Exceptional stakeholder management skills including building trust and alignment with executive customers and cross-regional teams.
• Strong strategic mindset with proficiency in interpreting customer and business data to guide strategies and resource allocation.
• Financial and operational expertise including budgeting, forecasting, resource management, and understanding SaaS economics.
• Skilled in identifying customer risks, developing proactive solutions, and maintaining transparent communication with stakeholders.
• Experience managing customer success initiatives across different geographic regions and cultural settings.

Preferred Extras

• Background in legal technology or knowledge of legal and corporate processes.
• Familiarity with iManage products such as Work, Drive, Tracker, and Insight+.
• Hands-on use of customer success platforms like Salesforce or similar lifecycle tools.
• Certifications in project management (PMP) or ITIL service delivery frameworks.
• Experience in segmentation, maturity models, or adoption benchmarking for customers.
• Established history of implementing scalable customer success frameworks and playbooks.

Company Culture and Benefits

• Committed to a diverse and inclusive work environment fostering authenticity and growth mindset.
• Competitive salary with annual performance bonuses based on fair market evaluations.
• Generous parental leave policies offering 20 weeks for primary and 10 weeks for secondary caregivers at full pay.
• Comprehensive private health insurance and superannuation coverage.
• Flexible time off including 20 days annual leave plus personal care and public holidays, with options for additional leave.
• Multiple wellness days devoted to mental health and overall well-being.
• Access to RethinkCare, a global behavioral health and parental success platform.
• Supportive culture with ongoing internal development opportunities and certifications via online courses.
• Flexible working hours to accommodate personal and professional balance.
• Modern workspaces featuring social events and amenities such as gaming areas and snacks.

Additional Notes

iManage maintains strict communication policies through official email domains and encourages candidates with diverse backgrounds and growth mindsets to apply, even if not all criteria are met.

About iManage

iManage provides a secure cloud-enabled knowledge management platform trusted internationally, serving thousands of customers and managing vast digital content volumes. The company is dedicated to innovation and problem-solving to drive success for professionals worldwide.