Customer Success Manager

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M-Files

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

☁️ SaaS

⚡ Productivity

🏢 Enterprise

SaaS • Productivity • Enterprise

M-Files is a leader in knowledge work automation, providing intelligent solutions for document management, workflow automation, and content collaboration. The company focuses on automating and simplifying processes for knowledge workers, enhancing productivity, compliance, and security. With a range of industry-tailored solutions, M-Files integrates seamlessly with various existing applications like Microsoft 365, Google Workspace, and Salesforce, offering comprehensive enterprise content management.

📋 Description

• **What you´ll do: **** • - Own and grow a portfolio of mid-market customers, ensuring long-term success, retention, and expansion • - Build and maintain trusted relationships with executive sponsors and key decision-makers within customer organizations • - Drive customer value realization by aligning M-Files solutions to customer business objectives and success metrics • - Lead strategic account planning, including success plans, executive business reviews, and long-term roadmaps • - Proactively identify risks, manage escalations, and mitigate churn through early intervention and structured engagement • - Identify and drive upsell and cross-sell opportunities in close collaboration with Sales • - Partner with Professional Services during onboarding and key milestones to ensure smooth implementation and strong user adoption • - Act as a senior escalation point and advocate for the customer across Product, Support, Sales, and Services • - Bring structured customer feedback and insights into the organization to influence product direction and service improvements • - Support the development of Customer Success best practices and mentor other team members where appropriate** • **Key success metrics** • - Gross retention and churn reduction • - Net revenue retention through upsell and cross-sell • - Customer satisfaction, advocacy, and reference ability • - Platform adoption, usage, and demonstrated business value

🎯 Requirements

• **What We’re Looking For : ** • - **Minimum 3-5 years of proven experience in Customer Success Management**, or Account Management • - **Hands-on experience working in a SaaS environment ** • - Demonstrated success in managing long-term customer relationships and driving renewals, upsell, and cross-sell • - Proven ability to operate as a trusted advisor to senior stakeholders and executive sponsors • - Demonstrated proactive, analytical, and strategic approach to managing and growing a portfolio of customer accounts, with the ability to independently lead Executive Business Reviews, facilitate strategic alignment sessions, and effectively manage escalations to ensure customer satisfaction and long-term value realization. • - Strong commercial mindset with the ability to identify expansion opportunities and manage risk • - Excellent communication, negotiation, and relationship-building skills • - Experience with IT system implementations and enterprise software solutions is a plus • - **Fluency in English (spoken and written) is required** • - **Fluency in German or French will be an advantage** • - Comfortable working independently in a remote role • - __**The position is fully remote within the UK, with occasional travel as required.**__ • - **Must be based in the United Kingdom** (relocation is not offered

🏖️ Benefits

• **Why M-Files? ** • M-Files is a fast-growing, global SaaS company with Finnish roots and a strong passion for delivering innovative solutions that transform industries. By joining M-Files, you will help shape the future of knowledge work automation while working with advanced, AI-driven technology that delivers tangible business value. • You’ll have real influence over customer outcomes and long-term growth, supported by a collaborative, international culture that values learning and development. We offer a flexible, remote-first work environment where you can grow your expertise and make a meaningful impact.****Our guiding principles of "**Make It Happen**", "**Help Others**", and "**Love Customers**" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey.******What We Offer:** • - International team of top performers • - Inclusive and dynamic culture (virtual and in-person) • - Opportunity to contribute to our success and growth globally • - Flexible work/life balance • - Competitive compensation and benefits package**