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About the Role

Lead the iManage Customer Success team across the APAC region, driving customer retention, adoption, and advocacy. Build and scale the team, define regional CS processes, and establish measurable business outcomes to ensure customer long-term success.

Responsibilities

Define and execute 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.
Own end-to-end CS delivery across the APAC region, focused on retention, expansion, and strategic engagement.
Drive product adoption and value realization with customers.
Partner with APAC-based partners on onboarding, adoption planning, joint strategies, and governance.
Resolve gaps in partner-delivered CS activities.
Develop and execute evidence-based customer adoption and engagement strategies informed by customer behavior data, regional benchmarks, and competitive intelligence.
Measure effectiveness through defined KPIs and continuously optimize based on results.
Leverage predictive analytics and customer health scoring models to identify at-risk accounts, churn signals, and expansion opportunities.
Translate insights into proactive mitigation and growth strategies that demonstrably reduce churn and increase net revenue retention.
Establish and maintain strategic customer relationships with C-level stakeholders.
Conduct Executive Business Calls and Quarterly Business Reviews grounded in data analysis, usage metrics, and business outcomes.
Guide account planning and align customer success objectives with iManage roadmap.
Conduct regular customer health assessments combining direct customer conversations with rigorous analysis of usage patterns, feature adoption, support engagement, and business outcomes.
Synthesize insights to prioritize team resources and inform product strategy.
Act as escalation point of contact for APAC customer issues, overseeing resolution with segment leaders for timely, well-owned responses.
Partner and maintain strong cross-functional partnerships with support, professional services, and product on complex escalations.
Track trends for systemic fixes.
Partner with Sales to ensure smooth onboarding handoffs, develop account expansion plans, and identify upsell and cross-sell opportunities aligned to customer outcomes.
Forecast and manage the CS team budget, including resource planning, tool investments, and headcount.
Identify opportunities to optimize delivery costs while maintaining quality and customer satisfaction.
Lead, mentor, and develop a team of 4 Customer Success Managers.
Foster a culture of accountability, continuous improvement, and customer advocacy.
Provide regular performance feedback aligned to the iThrive framework.
Develop and mentor 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.

Requirements

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 scaling customer-facing teams.
Demonstrated ability to improve team performance against key metrics.
Demonstrated ability to develop and execute customer retention and adoption strategies that measurably improve customer outcomes and reduce churn.
Track record of improving NRR, GRR, and CSAT.
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 regions.
Demonstrated strategic thinking and data-driven decision making.
Comfort analyzing customer metrics, usage data, and business outcomes to inform strategy and resource allocation.
Strong financial and operational acumen with experience forecasting, resource planning, and budget management.
Understanding of SaaS economics and metrics.
Proven ability to identify and mitigate customer risks, develop proactive solutions, and communicate transparently with internal and external stakeholders.
Experience leading customer success initiatives across multiple geographies or time zones.
Ability to work effectively in a distributed, cross-cultural environment.

Skills

Legal tech industry experience
Familiarity with legal and corporate workflows
Working knowledge of iManage products, particularly iManage Work, Drive, Tracker, and Insight+
Hands-on experience with customer success platforms such as Salesforce, or similar SaaS lifecycle tools
Project management (PMP) certification
ITIL service delivery frameworks certification
Customer segmentation
Maturity models
Adoption benchmarking
Implementing scalable customer success processes and playbooks

Location

Remote
APAC region

Work Type

Remote
Hybrid

Experience Level

Senior Manager
7+ years of customer success, account management, or post-sales leadership experience
5+ years of people management experience

Salary/Compensations

Market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.
Annual performance-based bonus

Benefits

Enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
Comprehensive Private Group Health Plan
Superannuation
Flexible time off policy (20 days annual leave, 10 days personal carers leave, public holidays, additional time off as needed)
Multiple company wellness days each year
Access to RethinkCare, a global behavioral health platform
Unlimited access to LinkedIn Learning courses
Interactive Microsoft courses & training

About the Company

Dedicated to Making Knowledge Work.
Intelligent, cloud-enabled, and secure platform trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data.
Empowers professionals across 65+ countries to unlock the full potential of their business content and communications.
Continuously innovating to solve complex professional challenges and enable better business outcomes.
Looking for people who embrace challenges, thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest.
Aims to turn the impossible into reality, empower employees to grow, unlock their potential, and create a meaningful impact.

Equal Opportunity

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.