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Summary of the RoleAs a Senior Customer Success Manager, you are a strategic partner to some of M-Files' most important customers and play a critical role in driving customer retention, adoption, satisfaction, and long-term success.
You will serve as a trusted advisor to customer stakeholders and executive sponsors, helping customers realize measurable business value from their M-Files investment. In addition to managing strategic customer relationships, you will contribute to the development of Customer Success best practices, mentor team members, lead complex customer situations, and partner cross-functionally to improve customer outcomes.
Key ResponsibilitiesCustomer Success & Strategic Account Management- Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors.
- Manage a portfolio of strategic and complex customer accounts with responsibility for adoption, customer satisfaction, retention, and renewal readiness.
- Develop and maintain customer success plans aligned to customer business objectives and desired outcomes.
- Conduct Executive Business Reviews (EBRs) and strategic account reviews with customer stakeholders.
- Monitor customer health, engagement, adoption, and value realization metrics to identify opportunities and risks.
- Serve as the voice of the customer and advocate for customer needs across M-Files.
Retention, Growth & Risk Management- Proactively identify renewal and retention risks and lead cross-functional mitigation efforts.
- Partner with Account Executives to identify expansion opportunities and support customer growth initiatives.
- Monitor and manage key customer success metrics including customer engagement, adoption, satisfaction, advocacy, renewal risk, and annual recurring revenue.
- Promote customer advocacy and identify opportunities for customer references, case studies, and success stories.
Cross-Functional Leadership- Partner with Customer Support, Professional Services, Product Management, Product Development, Marketing, and Sales teams to drive successful customer outcomes.
- Lead complex customer escalations and facilitate resolution across internal stakeholders.
- Provide customer insights and feedback to influence product improvements, customer programs, and business priorities.
- Contribute to the development and continuous improvement of Customer Success methodologies, playbooks, and best practices.
Mentorship & Team Contribution- Provide mentorship, coaching, and guidance to Customer Success Managers and other team members.
- Share best practices and lessons learned across the Customer Success organization.
- Support onboarding and development of newer team members.
- Contribute to strategic Customer Success initiatives and operational improvements.
RequirementsRequired Qualifications- Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing SaaS role.
- Experience managing strategic, enterprise, or complex customer relationships.
- Experience conducting Executive Business Reviews and engaging with executive-level stakeholders.
- Strong understanding of SaaS business models, subscription renewals, customer adoption, and retention strategies.
- Strong business acumen with the ability to align customer objectives to measurable business outcomes.
- Exceptional verbal, written, presentation, and relationship management skills.
- Strong organizational, project management, and stakeholder management capabilities.
- Ability to influence and lead through collaboration across multiple teams and functions.
- Strong analytical and problem-solving skills.
- Experience mentoring, coaching, or informally leading peers.
- Experience working with CRM systems, customer success platforms, and customer health methodologies.
Nice to Have- Experience with Enterprise Content Management, Information Management, or related technology solutions.
- Experience in the Professional Services industry.
Participation in our Recruitment Process:- Initial Screening w/People & Culture Team Member
- Hiring Manager (Director, United States Customer Success Manager)
- Additional Internal Stakeholder(s) - TBD
- Possible Final Interview w/Chief Customer Officer
*Completed Recruitment Process Time Investment for Applicant: ~Approx. 3hrs
Benefits- As remote enabled company our employees enjoy the flexibility to establish their own life/work balance
- 10 paid holidays annually
- Unlimited PTO
- Matching 401K Plan (25% of employee's contribution up to the IRS max)
- Health insurance (PPO and HDHP/HSA plans offered)
- Dental insurance
- Vision insurance
- Life insurance (1x employee salary)
- Short-term disability (employer paid)
- Long-term disability (employer paid)
- Flexible Spending Plan (medical and dependent)
