Customer Success Manager (Remote, United States CST/EST Preferred)

M-Files

17h•Remote

About The Position

As a Customer Success Manager, you will serve as a trusted advisor to M-Files customers and play an important role in driving customer engagement, adoption, utilization, value realization, retention, and long-term success. You will build relationships with customer stakeholders and executive sponsors, develop success plans aligned with their business objectives, and help customers realize measurable value from their M-Files investment throughout the customer lifecycle. This is a highly collaborative role, partnering closely with Sales, Professional Services, Customer Support, Product, and Marketing to proactively address customer needs, mitigate risk, identify growth opportunities, and deliver a consistent, high-quality customer experience. We are open to considering more experienced Customer Success professionals based on the strength and depth of the applicant pool and alignment with the needs of the team.

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 with the ability to understand customer objectives and connect technology solutions to measurable business value.
Strong technical aptitude and genuine curiosity about technology and digital transformation, with the ability to learn new concepts quickly.
Strong project and change leadership skills.
Exceptional verbal and written communication skills with confidence engaging a wide range of internal and external stakeholders.
Strong presentation, facilitation, collaboration, and organizational skills, including the ability to lead virtual meetings with diverse audiences.
Ability to manage multiple customer priorities while maintaining attention to detail and proactive follow-through.

Nice To Haves

Experience with Enterprise Content Management, Information Management, workflow automation, knowledge management, or related technology solutions.
Experience supporting complex or enterprise SaaS customers.
Experience within the Professional Services industry.
Experience conducting executive-level business reviews and managing customer health methodologies.
Experience working within a global, cross-functional organization.

Responsibilities

Build trusted-advisor relationships with customer stakeholders and executive sponsors, understanding their business objectives and guiding them toward measurable value from M-Files throughout their lifecycle.
Co-create customer success plans by defining goals and success criteria, tracking progress through regular business reviews, and adjusting plans as customer needs evolve.
Drive adoption and ROI by understanding customer pain points, coaching customers toward best practices that shorten time to value, and demonstrating relevant product capabilities.
Own customer health metrics such as NPS, adoption/consumption, engagement, and renewal risk, using those insights to guide proactive account actions.
Serve as the voice of the customer internally by surfacing feedback, success stories, and product requests to help shape the product roadmap and build referenceable customer advocates.
Identify and mitigate risks to customer outcomes, coordinating with Support, Professional Services, Product, and Sales to resolve escalations and protect renewals.
Proactively identify renewal and retention risks and coordinate appropriate mitigation efforts.
Spot growth and expansion opportunities and partner with Sales to help convert them.
Promote customer advocacy and identify opportunities for customer references, success stories, and other advocacy initiatives.
Partner closely with Sales Account Executives, Professional Services, Customer Support, Product, and Marketing to drive successful customer outcomes.
Coordinate across internal stakeholders to resolve customer challenges and maintain momentum toward customer goals.
Share customer insights and feedback that can help improve product adoption, customer programs, and the overall customer experience.
Collaborate across a global organization while maintaining strong ownership and communication around your customer portfolio.