Remote Senior Principal Manager, Customer Success

Job Title: Senior Principal Customer Success Manager - Remote | WFH

Overview

As a Senior Principal Customer Success Manager, you will be instrumental in ensuring our enterprise clients receive exceptional value from their subscriptions. Your primary focus will be to strengthen relationships, enhance customer engagements, and drive satisfaction and loyalty across our diverse suite of products and services. You will work collaboratively with multiple teams, including Account Executives, Channel Partners, Product Management, and key customer stakeholders, to offer guidance and support that aligns with the customers’ strategic goals.

Key Responsibilities

• Manage a portfolio of high-profile customers, addressing their needs and feedback to promote retention and advocacy.
• Develop and execute tailored plans to fulfill customer requirements, proactively overcoming any challenges they may face.
• Conduct direct discussions with customers to verify outcomes, assess health metrics, and lead feedback sessions.
• Design and refine strategies for customer adoption, loyalty, and engagement, aiming to enhance retention and reduce churn.
• Maintain regular communication with customers to assess business needs and identify potential risks regarding subscription renewals.
• Serve as the primary contact for customers, coordinating with internal experts to respond to their specific requirements.
• Champion initiatives that enhance customer success and satisfaction throughout their journey.
• Conduct Executive Business Calls and Quarterly Business Reviews to monitor progress toward achieving customer outcomes.
• Collaborate with customers and partners to implement success programs and provide customized success strategies.
• Advocate for customers internally, ensuring that necessary resources are utilized to overcome adoption challenges.
• Foster robust relationships with colleagues across sales, support, product management, and partner enablement to encourage collaboration.
• Leverage account intelligence and industry trends to promote best practices throughout the customer lifecycle.
• Stay abreast of competitive offerings to maintain a strategic edge.
  
  

Required Skills

• Proven experience managing a portfolio of high-value enterprise customers.
• Exceptional business communication, organizational, and project management capabilities.
• Aptitude for creating structure in uncertain situations and developing effective processes.
• High level of resourcefulness to independently seek resolutions.
• Experience engaging with and presenting to C-Suite stakeholders.
  
  

Qualifications

• Minimum of 10 years of experience in Management Consulting, Relationship Management, or Customer Success within a SaaS environment.
• Background in managing Fortune 500 accounts is preferred.
• Bachelor's Degree in Business, Business Administration, Information Management, or a related field.
• Familiarity with the legal and corporate finance sectors, as well as iManage products and solutions.
  
  

Career Growth Opportunities

You will have the opportunity to shape your career trajectory with access to a comprehensive internal framework designed for professional development. Additionally, gain new skills and certifications through unlimited access to LinkedIn Learning courses.

Company Culture And Values

We are committed to fostering an inclusive environment where every employee can contribute to shaping our culture. We value innovation, collaboration, and personal growth, providing a supportive atmosphere conducive to success.

Compensation And Benefits

The annual base salary for this position ranges from \(160,000 to \)249,000, with individual compensation determined by qualifications, experience, and location. Additional compensation may include performance-based bonuses and comprehensive benefits, with further details provided during the hiring process.

Employment Type: Full-Time