Lead and scale APAC Customer Success to drive retention, adoption, and expansion. Define regional CS strategy, KPIs (NRR, GRR, CSAT), leverage analytics and health scoring to reduce churn, manage escalations, partner cross-functionally, forecast budget/headcount, and mentor a team of Customer Success Managers to deliver measurable customer outcomes.
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 Director 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…
iM Getting To…
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 recruitment privacy statement for more information on how we handle your personal data.
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Being a Director 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 strategic customer relationships with C-level stakeholders; conducting Executive Business Calls and Quarterly Business Reviews grounded in data analysis, usage metrics, and business outcomes; guiding account planning and aligning customer success objectives with iManage roadmap.
- Conducting regular customer health assessments combining direct customer conversations with rigorous analysis of usage patterns, feature adoption, support engagement, and business outcomes; synthesizing insights to prioritize team resources and inform product strategy.
- Acting as escalation point of contact for APAC customer issues, overseeing resolution with segment leaders for timely, well-owned responses. Partnering and maintaining strong cross-functional partnerships with support, professional services, and product on complex escalations, and track trends for systemic fixes.
- Partnering with Sales to ensure smooth onboarding handoffs, developing account expansion plans, and identifying upsell and cross-sell opportunities aligned to customer outcomes.
- Forecasting and managing the CS team budget, including resource planning, tool investments, and headcount; identifying opportunities to optimize delivery costs while maintaining quality and customer satisfaction.
- Leading, mentoring, and developing a team of 4 Customer Success Managers; fostering a culture of accountability, continuous improvement, and customer advocacy; providing regular performance feedback aligned to the iThrive framework.
- Developing and mentoring 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.
- 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.
- A strong financial and operational acumen with experience forecasting, resource planning, budget management, and 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.
- Direct experience in the legal tech industry or 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.
- Certification in project management (PMP) or ITIL service delivery frameworks.
- Experience with customer segmentation, maturity models, or adoption benchmarking.
- Track record of implementing scalable customer success processes and playbooks that support team growth.
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.
- 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)
- Offering comprehensive Private Group Health Plan and Superannuation.
- Encouraging me to make use of our top-tier flexible time off policy, which includes 20 days of annual leave, 10 days personal carers leave, public holidays and the flexibility to take further additional time off as needed
- 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
Please see our recruitment privacy statement for more information on how we handle your personal data.
#LI-DL1
#LI-Remote
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Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
