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

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 Customer Success Manager, you will serve as a trusted advisor to M-Files customers and play an important role in driving customer engagement, adoption, utilization, value realization, retention, and long-term success.

You will build relationships with customer stakeholders and executive sponsors, develop success plans aligned with their business objectives, and help customers realize measurable value from their M-Files investment throughout the customer lifecycle.

This is a highly collaborative role, partnering closely with Sales, Professional Services, Customer Support, Product, and Marketing to proactively address customer needs, mitigate risk, identify growth opportunities, and deliver a consistent, high-quality customer experience.

We are open to considering more experienced Customer Success professionals based on the strength and depth of the applicant pool and alignment with the needs of the team.

Key Responsibilities

Customer Success & Account Management

• Build trusted-advisor relationships with customer stakeholders and executive sponsors, understanding their business objectives and guiding them toward measurable value from M-Files throughout their lifecycle.
• Co-create customer success plans by defining goals and success criteria, tracking progress through regular business reviews, and adjusting plans as customer needs evolve.
• Drive adoption and ROI by understanding customer pain points, coaching customers toward best practices that shorten time to value, and demonstrating relevant product capabilities.
• Own customer health metrics such as NPS, adoption/consumption, engagement, and renewal risk, using those insights to guide proactive account actions.
• Serve as the voice of the customer internally by surfacing feedback, success stories, and product requests to help shape the product roadmap and build referenceable customer advocates.
  

Retention, Growth & Risk Management

• Identify and mitigate risks to customer outcomes, coordinating with Support, Professional Services, Product, and Sales to resolve escalations and protect renewals.
• Proactively identify renewal and retention risks and coordinate appropriate mitigation efforts.
• Spot growth and expansion opportunities and partner with Sales to help convert them.
• Promote customer advocacy and identify opportunities for customer references, success stories, and other advocacy initiatives.
  

Cross-Functional Collaboration

• Partner closely with Sales Account Executives, Professional Services, Customer Support, Product, and Marketing to drive successful customer outcomes.
• Coordinate across internal stakeholders to resolve customer challenges and maintain momentum toward customer goals.
• Share customer insights and feedback that can help improve product adoption, customer programs, and the overall customer experience.
• Collaborate across a global organization while maintaining strong ownership and communication around your customer portfolio.

Required Qualifications

• Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing role within a SaaS business model.
• Experience building and managing trusted relationships with customer stakeholders and executive-level contacts in a technology environment.
• Strong understanding of SaaS business models, including subscription software, services, adoption, and renewals.
• Strong business acumen with the ability to understand customer objectives and connect technology solutions to measurable business value.
• Strong technical aptitude and genuine curiosity about technology and digital transformation, with the ability to learn new concepts quickly.
• Strong project and change leadership skills.
• Exceptional verbal and written communication skills with confidence engaging a wide range of internal and external stakeholders.
• Strong presentation, facilitation, collaboration, and organizational skills, including the ability to lead virtual meetings with diverse audiences.
• Ability to manage multiple customer priorities while maintaining attention to detail and proactive follow-through.

Nice to Have

• Experience with Enterprise Content Management, Information Management, workflow automation, knowledge management, or related technology solutions.
• Experience supporting complex or enterprise SaaS customers.
• Experience within the Professional Services industry.
• Experience conducting executive-level business reviews and managing customer health methodologies.
• Experience working within a global, cross-functional organization.

Participation in our Recruitment Process:

1.       Initial Screening w/People & Culture Team Member

2.      Hiring Manager (Director, Customer Success Manager - US)

3.      Additional Internal Stakeholder(s)

4.      Possible Final Interview w/Chief Customer Officer

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

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)