Senior Manager, Customer Success – APAC

About the role

iManage is seeking a Senior Manager of Customer Success for the APAC region. This remote position leads a global team, driving retention, adoption and advocacy across strategic accounts while collaborating with partners and internal stakeholders.

Key responsibilities

• Define and execute the APAC customer success strategy aligned with company growth and retention goals.
• Own end‑to‑end CS delivery, focusing on retention, expansion and strategic engagement.
• Develop evidence‑based adoption and engagement plans using customer behaviour data and competitive intelligence.
• Leverage predictive analytics and health‑scoring models to identify at‑risk accounts and expansion opportunities.
• Maintain C‑level relationships, conduct Executive Business Calls and Quarterly Business Reviews.
• Perform regular health assessments combining usage analysis and direct customer conversations.
• Act as escalation point for APAC issues and coordinate cross‑functional resolution.
• Partner with Sales for smooth onboarding, account expansion and upsell opportunities.

Required profile

• Proven experience leading customer success teams in a SaaS or technology environment.
• Strong strategic thinking with a data‑driven approach to customer adoption and retention.
• Excellent communication and stakeholder management skills, especially with C‑level executives.
• Ability to build, scale and mentor high‑performing regional teams.

Required skills