Customer Success Manager

The Role

At M-Files, Customer Success plays a critical role in driving long-term customer value, retention, and growth. As a Customer Success Manager (based in the UK), you will be acting as a trusted advisor to senior and executive-level stakeholders.

This is an individual contributor role for a Customer Success professional with a SaaS background, excellent commercial acumen, and the ability to influence customer environments. You will drive measurable outcomes for customers, maximize adoption of the M-Files platform, and identify opportunities to expand and deepen customer partnerships.

You will contribute to the evolution of Customer Success practices at M-Files by sharing best practices and acting as the voice of the customer internally.

Key Responsibilities

• Own and grow a portfolio of 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

Key Success Metrics

• Gross retention and churn reduction
• Net revenue retention through upsell and cross-sell
• Customer satisfaction, advocacy, and reference ability
• Platform adoption, usage, and demonstrated business value

Requirements

What We’re Looking For :

• Minimum 3-5 years of proven experience in Customer Success Management, or Account Management
• Hands-on experience working in a SaaS environment
• Demonstrated success in managing 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 German or French will be an advantage