Senior 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

• 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. • 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. • 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. • 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.

🎯 Requirements

• 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. • Nice to Have: Experience in the Professional Services industry.

🏖️ Benefits

• 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)