Principal Customer Success Manager (Singapore)

This is a remote, full-time position based in Singapore. While we are a global team that leverages the latest technology to communicate with our colleagues and customers across the globe, this role does require travel for in-person collaboration with your team, in addition to customer, prospect and iManage Partner meetings and events throughout Asia.

Being a Principal Customer Success Manager at iManage Means…

You will lead Customer Success strategy, execution, and outcomes across Asia, reporting to the Asia-Pacific (APAC) Customer Success Geo Leader.

You'll own retention, expansion, and product adoption and activation targets for Asia, acting as the primary cross-functional partner for sales, professional services, product, and marketing in the region – working closely with partners in Asia to ensure iManage products are fully deployed, actively used, and delivering demonstrable business value.

iM Responsible For…

• Strategic Leadership & Organization — Lead Customer Success strategy and execution across Asia, aligning with segment leaders to ensure consistent customer outcomes region-wide.
• Customer & Partner Success Management — Own end-to-end CS delivery across the region, focused on retention, expansion, and strategic engagement. Drive product adoption and value realisation with customers, and partner with Asia-based partners on onboarding, adoption planning, joint strategies, and governance - resolving gaps in partner-delivered CS activities.
• Adoption, Activation & License Consumption - Drive adoption and activation programmes to maximise license consumption and realised value. Set and monitor targets with segment leaders and partners, develop customer roadmaps, and run adoption reviews with corrective action for underperforming accounts.
• Renewal & Revenue Management - Lead renewal strategy to meet or exceed Asia renewal and NRR targets alongside Renewals and Risk teams. Identify at-risk accounts early, develop mitigation with sales/AEs, and manage expansion opportunities through adoption insights.
• Sales Alignment & Pipeline Integration - Stay aligned with sales leadership on pipeline, competitive dynamics, and market trends. Join pipeline reviews, account planning, & customer meetings and collaborate on regional GTM strategies.
• Escalation Management - Act as escalation point of contact for Asia customer issues, overseeing resolution with segment leaders for timely, well-owned responses. Partner with support, professional services, and product on complex escalations, and track trends for systemic fixes.
• Metrics, Reporting & Accountability - Own KRs/KPIs across adoption, activation, renewal, expansion, and satisfaction. Monitor health and renewals, manage risk mitigation, and report regularly to leadership via the VP CS's Rhythm of Business process.
• Cross-Functional Integration - Partner with implementation and support on onboarding and technical support; work with product/engineering on customer feedback; support marketing with advocacy, case studies, and references.

iM Qualified Because I Have…

• 10+ years of experience in Customer Success, account management, or an equivalent client-facing leadership role in a SaaS or enterprise software environment in the Asia Market.
• Proven track record of driving product adoption and activation outcomes at scale, including measurable improvements in licence utilisation and customer value realisation.
• Experience working closely with channel or technology partners to deliver CS functions and co-develop joint customer success strategies.
• Proven track record of achieving or exceeding NRR, renewal, and expansion targets.
• Strong executive presence with experience engaging C-suite and senior stakeholders at enterprise accounts.
• The ability to operate both strategically and hands-on in a fast-paced, high-growth environment.
• Experience in cross-functional collaboration with sales, professional services, product, and marketing teams.
• Strong analytical skills with the ability to leverage data to drive decisions and demonstrate business impact.
• Excellent communication, presentation, and influencing skills.

Bonus Points If I Have...

• Experience in legal technology, legal services, or professional services software.
• Familiarity with document management, knowledge management, or enterprise content management platforms.
• Experience managing partner-led or channel-driven Customer Success motions.
• Proficiency in Customer Success platforms (e.g., Gainsight, Salesforce) and data analytics tools.

Don't meet every qualification listed above? Studies show that women and people of colour 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.

iManage Is Supporting Me By…

• Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.
• Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.
• Rewarding me with an annual performance-based bonus.
• Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
• 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.

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

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