Own and grow a portfolio of strategic enterprise and upper mid-market customers, ensuring long-term success, retention, and expansion
Build and maintain trusted relationships with executive sponsors and key decision-makers within customer organizations
Drive customer value realization by aligning M-Files solutions to customer business objectives and success metrics
Lead strategic account planning, including success plans, executive business reviews, and long-term roadmaps
Proactively identify risks, manage escalations, and mitigate churn through early intervention and structured engagement
Identify and drive upsell and cross-sell opportunities in close collaboration with Sales
Partner with Professional Services during onboarding and key milestones to ensure smooth implementation and strong user adoption
Act as a senior escalation point and advocate for the customer across Product, Support, Sales, and Services
Bring structured customer feedback and insights into the organization to influence product direction and service improvements
Support the development of Customer Success best practices and mentor other team members where appropriate

Minimum 6–8 years of proven experience in Customer Success Management, or Strategic Account Management
Strong, hands-on experience working in a SaaS environment
Demonstrated success in managing complex, long-term customer relationships and driving renewals, upsell, and cross-sell
Proven ability to operate as a trusted advisor to senior stakeholders and executive sponsors
Demonstrated proactive, analytical, and strategic approach to managing and growing a portfolio of customer accounts, with the ability to independently lead Executive Business Reviews, facilitate strategic alignment sessions, and effectively manage escalations to ensure customer satisfaction and long-term value realization.
Strong commercial mindset with the ability to identify expansion opportunities and manage risk
Excellent communication, negotiation, and relationship-building skills
Experience with IT system implementations and enterprise software solutions is a plus
Fluency in English (spoken and written) is required
Fluency in French (both written and spoken) will be an advantage
Comfortable working independently in a senior, remote role
Must be based in the United Kingdom (relocation is not offered)

Principal Customer Success Manager

Key skills