Job description
We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.
Being a Customer Success Value Orchestration Specialist at iManage Means…
You will play a critical role in enabling and supporting our Customer Success team to tell the story of customer value with clarity and confidence. Drawing from your experience in Customer Success and your strong business acumen, you’ll analyze key data, map outcomes to impact, and assist in creating the tools and insights our CSMs need to deliver strategic, outcome-driven engagements.
You should have a strong understanding of how knowledge-driven teams operate, gained through experience working in or closely with professional services, operational teams, or other complex, process-oriented environments. You understand how professionals collaborate, manage information, and rely on technology to streamline workflows, reduce risk, and drive outcomes. Whether through operations, support functions, or customer-facing roles, you’ve developed a deep appreciation for how teams define success and how the right tools and insights can unlock meaningful value.
iM Responsible For…
- Empowering CSMs with actionable insights that connect product usage, customer goals, and business outcomes to drive deeper adoption and measurable impact.
- Shaping and evolving the value orchestration framework to equip CSMs with compelling, outcome-driven narratives aligned to customer segments and journey stages.
- Developing and maintaining path to value realization that enable CSMs to confidently lead strategic conversations and position themselves as trusted advisors.
- Partnering with Product, Marketing, and Data teams to uncover and deliver insights that help customers realize value faster and more consistently.
- Supporting CSMs in crafting value realization stories and reporting that highlight customer success, accelerate renewals, and influence expansion opportunities.
- Continuously iterating on value orchestration methods to align with CS team goals, customer feedback, and evolving market dynamics.
- Serving as a strategic collaborator and subject matter resource within the Customer Success organization, helping to raise the overall maturity and impact of the team.
- Partnering with Playbook Manager on enablement resources and strategic playbooks in partnership with CS enablement leaders to drive consistency in customer engagement and value delivery.
iM Qualified Because I Have…
- 5+ years of experience in customer success, consulting, business strategy, or enablement—preferably within legal or legal tech space.
- An understanding of the unique business challenges faced by law firms and corporate legal departments as well as other knowledge driven teams.
- Proven success synthesizing data and qualitative insights into clear, compelling narratives and frameworks.
- The ability to communicate with clarity and confidence, especially in crafting materials that support customer-facing teams.
- A strong sense of curiosity, attention to detail, and a passion for helping teams succeed.
- The ability to work well independently while also thriving in a highly collaborative environment.
- A growth-oriented mindset in regards to building and scaling repeatable, value-driven customer experiences.
Bonus Points If I Have…
- Experience with tools such as Totango, Salesforce, Power BI, or similar.
- Familiarity with customer value frameworks (e.g., Winning By Design, outcome mapping, ROI modeling, success planning).
- Experience working within or supporting a Customer Success organization at a SaaS or legal tech company.
- Experience working in a law firm or corporate legal department.
Don’t meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn’t align perfectly with every qualification we encourage you to apply anyways!
iM Getting To…
- Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
- Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
- Own my career path with our internal development framework. Ask us more about this!
- Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
- Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
- Enjoy flexible work hours that empower me to balance personal time with professional commitments.
- Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
iManage Is Supporting Me By…
- Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
- Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
- Rewarding me with an annual performance-based bonus.
- Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- Having multiple company wellness days each year to prioritize mental health and well-being.
- Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.
The overall US annual base salary range for this position is $102,000 – $130,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.
iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.
About iManage…
At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.
We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.
So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
iManage 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.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
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