Senior Manager of Customer Success (APAC)

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