Senior Manager of Customer Success (APAC)

About this role

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 Senior Manager of Customer Success (APAC) at iManage Means… You will lead the iManage Customer Success team across the APAC region, driving customer retention, adoption, and advocacy across our strategic portfolio. You will be both strategic and hands-on as you build and scale the team, define regional CS processes, and establish measurable business outcomes that position our customers for long-term success. Your leadership will help evolve how we engage with customers, improve delivery quality, and grow our regional presence. iM Responsible For… Defining and executing the APAC customer success strategy aligned with company growth and customer retention goals; establish regional customer success metrics (NRR, GRR, CSAT, adoption rates) and drive accountability for outcomes. Owning end-to-end CS delivery across the APAC region, focused on retention, expansion, and strategic engagement. Driving product adoption and value realization with customers, and partnering with APAC-based partners on onboarding, adoption planning, joint strategies, and governance - resolving gaps in partner-delivered CS activities. Developing and executing evidence-based customer adoption and engagement strategies informed by customer behaviour data, regional benchmarks, and competitive intelligence; measuring effectiveness through defined KPIs and continuously optimizing based on results. Leveraging predictive analytics and customer health scoring models to identify at-risk accounts, churn signals, and expansion opportunities; translating insights into proactive mitigation and growth strategies that demonstrably reduce churn and increase net revenue retention. Establishing and maintaining strategic customer relationships with C-level stakeholders; conducting Executive Business Calls and Quarterly Business Reviews grounded in data analysis, usage metrics, and business outcomes; guiding account planning and aligning customer success objectives with iManage roadmap. Conducting regular customer health assessments combining direct customer conversations with rigorous analysis of usage patterns, feature adoption, support engagement, and business outcomes; synthesizing insights to prioritize team resources and inform product strategy. Acting as escalation point of contact for APAC customer issues, overseeing resolution with segment leaders for timely, well-owned responses. Partnering and maintaining strong cross-functional partnerships with support, professional services, and product on complex escalations, and track trends for systemic fixes. Partnering with Sales to ensure smooth onboarding handoffs, developing account expansion plans, and identifying upsell and cross-sell opportunities aligned to customer outcomes. Forecasting and managing the CS team budget, including resource planning, tool investments, and headcount; identifying opportunities to optimize delivery costs while maintaining quality and customer satisfaction. Leading, mentoring, and developing a team of 4 Customer Success Managers; fostering a culture of accountability, continuous improvement, and customer advocacy; providing regular performance feedback aligned to the iThrive framework. Developing and mentoring direct reports to think strategically and analytically; foster a culture of data-driven decision making and continuous learning; create clear development paths and career progression opportunities. iM Qualified Because I Have… 7+ years of customer success, account management, or post-sales leadership experience in a global B2B SaaS environment, preferably with legal tech or enterprise software experience. 5+ years of people management with proven success building, mentoring, and sc

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