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

2 weeks ago
Full-time
Senior
Customer and Technical Support
M-Files

M-Files

M-Files is a global leader in information management, providing an innovative metadata-driven document management platform that improves productivity, efficiency, and compliance for businesses worldwide.

Professional Services
251-1K
Founded 2002
$162M raised

Description

  • Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors.
  • Manage a portfolio of strategic and complex customer accounts focused on adoption, satisfaction, retention, and renewal readiness.
  • Create and maintain customer success plans aligned to business objectives and desired outcomes.
  • Conduct Executive Business Reviews and strategic account reviews with customer stakeholders.
  • Monitor customer health, engagement, adoption, and value realization metrics to identify risks and opportunities.
  • Proactively identify renewal and retention risks and lead cross-functional mitigation efforts.
  • Partner with Account Executives on expansion opportunities and customer growth initiatives.
  • Serve as the voice of the customer across M-Files and advocate for customer needs.
  • Lead complex customer escalations and coordinate resolution across internal teams.
  • Collaborate with Customer Support, Professional Services, Product Management, Product Development, Marketing, and Sales to improve outcomes.
  • Provide customer insights and feedback to influence product improvements, programs, and business priorities.
  • Mentor and coach Customer Success Managers and support onboarding and development of newer team members.

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, preferred.
  • Experience in the Professional Services industry, preferred.

Benefits

  • Remote-enabled work environment with flexibility to establish your own work-life balance.
  • 10 paid holidays annually.
  • Unlimited PTO.
  • Matching 401(k) plan with a 25% employer match up to the IRS maximum.
  • Health insurance with PPO and HDHP/HSA plan options.
  • Dental insurance.
  • Vision insurance.
  • Life insurance equal to 1x employee salary, plus employer-paid short-term and long-term disability coverage.

Interested in this position?

Apply directly on the company website

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