Customer Success Manager

🔥 8 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Serve as a trusted advisor to M-Files customers • Drive customer engagement, adoption, utilization, value realization, retention, and long-term success • Build relationships with customer stakeholders and executive sponsors • Develop success plans aligned with customer business objectives • Help customers realize measurable value from their M-Files investment throughout the customer lifecycle • Co-create customer success plans, define goals and success criteria, track progress through regular business reviews, and adjust plans as needs evolve • Drive adoption and ROI by understanding customer pain points, coaching customers on best practices, and demonstrating relevant product capabilities • Own customer health metrics including NPS, adoption/consumption, engagement, and renewal risk • Serve as the voice of the customer internally by surfacing feedback, success stories, and product requests • Identify and mitigate risks to customer outcomes and coordinate escalations • Proactively identify renewal and retention risks and coordinate mitigation efforts • Identify growth and expansion opportunities and partner with Sales to convert them • Promote customer advocacy and identify opportunities for references and success stories • Partner with Sales, Professional Services, Customer Support, Product, and Marketing • Coordinate internal stakeholders to resolve customer challenges and maintain progress toward goals • Share customer insights to improve product adoption, customer programs, and the overall customer experience • Collaborate across a global organization while maintaining ownership and communication around the customer portfolio

🎯 Requirements

• Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing role within a SaaS business model • Experience building and managing trusted relationships with customer stakeholders and executive-level contacts in a technology environment • Strong understanding of SaaS business models, including subscription software, services, adoption, and renewals • Strong business acumen and ability to connect technology solutions to measurable business value • Strong technical aptitude and curiosity about technology and digital transformation • Ability to learn new concepts quickly • Strong project and change leadership skills • Exceptional verbal and written communication skills • Confidence engaging a wide range of internal and external stakeholders • Strong presentation, facilitation, collaboration, and organizational skills • Ability to lead virtual meetings with diverse audiences • Ability to manage multiple customer priorities with attention to detail and proactive follow-through • Nice to have: experience with Enterprise Content Management, Information Management, workflow automation, knowledge management, or related technology solutions • Nice to have: experience supporting complex or enterprise SaaS customers • Nice to have: experience within the Professional Services industry • Nice to have: experience conducting executive-level business reviews and managing customer health methodologies • Nice to have: experience working within a global, cross-functional organization

🏖️ Benefits

• Flexible work/life balance through remote-enabled work • 10 paid holidays annually • Unlimited PTO • Matching 401(k) plan: 25% of employee's contribution up to the IRS maximum • Health insurance, including PPO and HDHP/HSA plans • Dental insurance • Vision insurance • Life insurance at 1x employee salary • Employer-paid short-term disability • Employer-paid long-term disability • Flexible Spending Plan for medical and dependent expenses • Professional growth and development opportunities • Autonomy and meaningful ownership • Opportunity to work with complex enterprise organizations and influence executive stakeholders • Collaborative culture built on trust