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

M-Files

5d•Remote

About The Position

As 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.

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 Haves

Experience with Enterprise Content Management, Information Management, or related technology solutions.
Experience in the Professional Services industry.

Responsibilities

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.