Senior Customer Success Playbook Manager

This is a remote position. We are a global team that leverages the latest technology to communicate with our colleagues across the globe. There may be times in which this role would be required to travel to a local office for in person collaborations with your team.
Being a Senior Customer Success Playbook Manager at iManage Means…
You take a leading role in developing, maintaining, and optimizing our customer success playbooks across the entire customer lifecycle. As the architect of our CS playbook strategy, you'll play a pivotal role in codifying best practices, standardizing processes, and enabling our growing CS team to deliver exceptional customer experiences at scale.
 
This role sits at the intersection of customer success value orchestration and operational excellence, requiring both a strategic mindset and hands-on execution capabilities. You'll work closely with CS leadership to translate our customer success vision into practical, actionable playbooks that guide our team through every critical customer interaction and milestone.
 
Your work will directly impact our ability to scale customer success plans efficiently while maintaining consistency and quality. You'll be responsible for creating dynamic playbooks that address diverse customer segments, use cases, and maturity levels, ensuring our CS team has the right tools and guidance to drive customer outcomes effectively.
 
Beyond playbook creation, you'll build and manage a comprehensive enablement program to ensure high adoption and effective utilization of playbooks across the CS organization. This includes developing training materials, conducting enablement sessions, and continuously gathering feedback to refine and improve our approaches.
 
As the primary owner of our CS methodology documentation, you'll ensure our playbooks evolve alongside our product, market, and customer needs while maintaining alignment with our overall customer success strategy and business objectives.
At iManage, Customers Matter Most is a core value. We believe that if the customer succeeds, the company succeeds. You will share in this belief and strive to understand and appreciate our end users. As a Senior Leader in our Customer Success organization, you will drive a culture of empathy and appreciation for diverse backgrounds and experiences. You will foster collaboration within Customer Success teams as well as with cross-functional internal and external teams to expand the ways our customers derive value from our Cloud Platform Solutions.
iM Responsible For…
Playbook Development & Management

• Designing and developing comprehensive playbooks covering all stages of the customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy
• Creating specialized playbooks for different customer segments, industries, and use cases while maintaining consistency in overall methodology
• Establishing frameworks for handling critical customer scenarios including escalations, at-risk accounts, and expansion opportunities
• Developing playbook components including templates, scripts, email sequences, meeting agendas, and customer-facing materials
• Implementing version control and documentation standards to ensure playbooks remain current and accurate

Strategic Planning & Optimization

• Partnering with CS leadership to identify gaps in current processes and opportunities for standardization
• Analyzing customer journey data to identify key touchpoints and moments of truth that require detailed playbook guidance
• Conducting regular audits of existing playbooks to ensure alignment with current business objectives and customer needs
• Defining and tracking metrics to measure playbook effectiveness and impact on customer outcomes
• Lead ingquarterly reviews to assess playbook performance and prioritize improvements

Cross-functional Collaboration

• Working with Product team to ensure playbooks reflect current product capabilities and upcoming releases
• Collaborating with CX teams to integrate playbooks into onboarding programs for new CS team members
• Coordinating with Marketing to ensure customer-facing materials align with broader company messaging
• Engaging with Operations team to implement and optimize playbook-related tools and systems

Team Enablement & Training

• Designing and delivering training programs to help CS team members effectively utilize playbooks
• Creating quick-reference guides and decision trees to support daily playbook usage
• Providing ongoing coaching and support to ensure consistent playbook adoption
• Gathering and incorporating feedback from CS team members to improve playbook usability
• Developing certification programs to validate playbook proficiency

Process Improvement & Innovation

• Staying current with industry best practices and innovative approaches to customer success
• Researching and recommending new tools and technologies to enhance playbook effectiveness
• Leading initiatives to automate and streamline playbook-driven processes
• Developing frameworks for testing and validating new playbook approaches
• Creating systems for capturing and incorporating lessons learned and best practices

Reporting & Communication

• Producing regular reports on playbook utilization and impact on key success metrics
• Presenting playbook updates and performance insights to leadership team
• Documenting and communicating playbook changes and updates to relevant stakeholders
• Creating high-level summaries of playbook strategy and results
• Maintaining clear documentation of all processes, decisions, and methodologies

iM Qualified Because I Have…

• A bachelor’s degree in business management, instructional design, or a related field.
• 10+ years of experience in Saas, leadership, or a related role with a proven track record of executing education initiatives that increase efficiency and knowledge across teams.
• Knowledge of industry-specific regulatory requirements and instructional design and documentation frameworks
• Experience with subscription-based business models and recurring revenue optimization
• A Proven track record of creating and implementing customer success methodologies and playbooks
• Strong analytical skills with experience in using data to inform playbook development and optimization
• Excellent project management abilities with experience managing multiple concurrent initiatives
• Experience with customer success platforms and knowledge management systems
• Strategic thinking and ability to translate high-level goals into actionable playbooks
• A Process-oriented mindset with focus on scalability and efficiency
• Customer-centric perspective with deep understanding of customer success principles

Bonus Points If I Have...

• Program management or Instructional design certification
• Knowledge and experience of Legal/LegalTech Industry
• Experience with Camtasia, Adobe Captivate, Presso or SnagIt, Lessonly, Totango or Gainsight

iM Getting To…

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
• Own my career path with our internal development framework. Ask us more about this!
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!

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%.
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits.
• 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.
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.

The overall US annual base salary range for this position is $122,000–$189,000. 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, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process. 
About iManage…
iManage is dedicated to Making Knowledge WorkTM. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside 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 love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in 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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