Senior Manager of Customer Success (APAC)
Core
Lead the iManage Customer Success team across the APAC region, driving customer retention, adoption, and advocacy for strategic portfolio clients.
Role type
Senior Manager of Customer Success (APAC)
Builds
Regional customer success processes, team capacity, and measurable business outcomes (NRR, GRR, CSAT) for iManage's APAC client base.
Domain
Legal technology / Enterprise SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success strategy, team leadership (4+ direct reports), stakeholder management (C-level), data-driven decision making, budget forecasting, churn mitigation, cross-functional partnership, global team management
Preferred skills
Legal tech domain expertise, iManage product knowledge, Salesforce proficiency, PMP/ITIL certification, customer segmentation modeling
Technologies
Salesforce, iManage Work, iManage Drive, iManage Tracker, iManage Insight+
Responsibilities
Define and execute APAC customer success strategy; own end-to-end CS delivery for retention and expansion; leverage predictive analytics for churn risk and growth; conduct executive business reviews and health assessments; manage CS team budget and headcount; mentor and develop direct reports; partner with Sales and Product on escalations and onboarding.
Seniority
Senior Manager, hands-on leadership with strategic oversight