[Remote] Senior Customer Success Manager (Remote, United States CST/EST Preferred)
Note: The job is a remote job and is open to candidates in USA. M-Files is redefining how work gets done with its innovative document management system. As a Senior Customer Success Manager, you will be a strategic partner to key customers, driving retention and satisfaction while managing complex relationships and contributing to 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
Skills
- 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
Benefits
- 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)
Company Overview