Service Manager (Remote, United States, EST/CST)

M-Files

6d•Remote

About The Position

The Service Manager is a strategic, customer-facing leader responsible for ensuring long-term success, value realization, and continuous optimization across assigned Expert Services and Managed Services accounts. Reporting to the Consulting Unit Manager (Partners and Services Management), this role has evolved far beyond reactive case management. Today, the Service Manager is a trusted advisor who drives proactive service governance, roadmap planning, adoption acceleration, and alignment to customer business outcomes. Your impact directly supports Gross Retention (GRR), Net Retention (NRR), and long-term service expansion. You will operate as a key partner to customers, shaping their solution roadmap, coordinating internal and external delivery teams, identifying optimization opportunities, and ensuring the M-Files platform evolves alongside their business needs.

Requirements

Background in SaaS services delivery, consulting, customer success, or managed services leadership.
5–7 years experience supporting enterprise customers with complex software or IT infrastructure deployments.
Strong project management, analytical, organizational, and communication skills.
Experience building strong customer relationships and negotiating with clients and internal stakeholders.
Ability to communicate clearly with technical and non-technical audiences, including presentations and proposals.
Experience analyzing performance trend data and leading technology implementations.
Ability to operate independently with minimal oversight.
Strategic problem-solver who identifies patterns, anticipates needs, and proposes innovative solutions.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Proactive Service Governance & Customer Partnership
Lead recurring Service Governance meetings to align priorities, provide visibility into progress, and outline clear plans for value realization.
Maintain a proactive engagement rhythm that strengthens partnership and prepares customers for upcoming needs.
Translate customer business goals into actionable service plans and ensure the M-Files solution adapts as those needs evolve.
Strategic Consulting & Value Realization
Guide customers through best practices, new capabilities, and operational improvements that boost adoption and performance.
Partner with Customer Success Managers to identify retention risks and long-term service opportunities.
Recommend enhancements that reduce friction, improve performance, and support measurable value.
Roadmap Planning & Solution Optimization
Co-create forward-looking solution roadmaps aligned with product updates, new features, and customer initiatives.
Identify underutilized features and design plans to increase usage or streamline workflows.
Work with Expert Services consultants to scope and prioritize ongoing configuration efforts and adoption accelerators.
Delivery Oversight & Execution Alignment
Coordinate with Expert Services and Managed Services teams to ensure high-quality delivery of roadmap activities.
Remove obstacles, provide clear direction, and maintain transparency across internal and customer-facing teams.
Monitor engagement performance, utilization, and SLA adherence; adjust service plans as needed.
Customer Insights & Executive Communication
Serve as the central communication point for strategic updates, risks, recommendations, and operational visibility.
Advise on how to leverage M-Files functionality, including Microsoft integrations, automation, and mobile capabilities—to support business outcomes.
Capture customer sentiment and feedback to inform Product, Customer Success, and Leadership teams.
Adoption, Training & Change Enablement
Coordinate training, enablement activities, and office hours sessions that increase user proficiency.
Identify adoption gaps and propose tools or programs to accelerate usage.
Reinforce strong governance practices that support long-term scalability.

Benefits

As a remote enabled company our employees enjoy the flexibility to establish their own life/work balance
10 paid holidays annually
Unlimited PTO
Matching 401K Plan (25% of employees' 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)