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

M-Files is redefining how work gets done through their innovative document management system. As a Senior Customer Success Manager, you will act as a strategic partner to key customers, driving retention, satisfaction, and adoption while contributing to the development of best practices in Customer Success.

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

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