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

Job Description

APPLICATION DEADLINE: We encourage you to apply soon if interested, this role will be taken offline based on applicant volume. 

We recognize that job searching can sometimes feel uncertain, and we want to be respectful of your time and interest. We're committed to providing updates after the review period and thank you in advance for considering M-Files as your next career opportunity.

Who We Are

M-Files is redefining how work gets done. Our context-first document management system offers purpose-built business use cases—spanning universal and industry-specific workflows—to enable secure collaboration, automate processes, and ensure governance.

Unlike traditional systems, M-Files organizes content around the context of your business, connecting documents to related people, projects, and transactions. With our unique metadata-driven architecture, organizations can model content in line with their business processes, unify information across silos, and apply AI at scale. The result is greater productivity, reduced risk, and smarter, faster decisions for over 6,000 customers in 100+ countries. 

At M-Files, our Guiding Principles unite us across diverse cultures and personalities:

1. Make It Happen – We set bold goals, take ownership, learn from mistakes, and relentlessly pursue results.
2. Help Others – We lead with kindness, assume good intentions, hold one another accountable, and celebrate wins together.
3. Love Customers – We put customers and partners at the heart of everything, delivering value with respect, fairness, and speed.

To learn more about us we encourage you to visit our company page.

To learn more about how we became a Certified Great Place to Work visit, Working at M-Files | Great Place to Work.

Summary of the Role

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.

Key Responsibilities

Customer Success & Strategic Account Management

• 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.

Retention, Growth & Risk Management

• 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.

Cross-Functional Leadership

• 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.

Mentorship & Team Contribution

• 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

Required Qualifications

• 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.
• Experience in the Professional Services industry.

Participation in our Recruitment Process:

1. Initial Screening w/People & Culture Team Member
2. Hiring Manager (Director, United States Customer Success Manager)
3. Additional Internal Stakeholder(s) - TBD
4. Possible Final Interview w/Chief Customer Officer

*Completed Recruitment Process Time Investment for Applicant: ~Approx. 3hrs

Benefits

Why M-Files?

Global Company, Trusted Platform

M-Files is a global company with Finnish roots and a product we're genuinely proud of. Recognized as a Leader in the Gartner® Magic Quadrant™ for Document Management, we're helping organizations around the world transform how they manage information, automate knowledge work, and unlock greater business value through AI. As a Senior Customer Success Manager, you'll play a key role in helping customers realize that value long after implementation.

Build Trusted Customer Partnerships

This is more than a traditional customer success role. You'll serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize adoption, achieve business outcomes, identify opportunities for growth, and navigate change as their organizations evolve. Your ability to build trusted relationships will directly contribute to customer satisfaction, retention, and long-term success.

Cross-Functional Collaboration & Business Impact

You'll partner closely with Professional Services, Sales, Product Management, Support, and Marketing to advocate for customers and help shape their overall experience with M-Files. Your voice will help influence product adoption strategies, customer feedback loops, and opportunities to expand the value we deliver.

Ownership, Growth & Development

We empower our Customer Success team with meaningful ownership and the autonomy to build strong customer relationships while continuously developing their expertise. This role offers the opportunity to work with complex enterprise organizations, influence executive stakeholders, and contribute to the ongoing evolution of our customer success strategy.

A Culture Built on Trust

Our guiding principles — Make It Happen, Help Others, and Love Customers — shape how we work together every day. We believe strong customer relationships begin with strong internal partnerships, transparent communication, and a collaborative culture where people are trusted to take ownership, solve problems, and help one another succeed.

What We Offer: 

• As 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 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)