company

Principal Customer Success Manager - Remote (UK)

M-FilesRemote — United KingdomNew

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Unlock Your Potential

Generate Job-Optimized Resume

One Click And Our AI Optimizes Your Resume to Match The Job Description.

Is Your Resume Optimized For This Role?

Find Out If You're Highlighting The Right Skills And Fix What's Missing

Experience Level

Senior

Qualifications

The ideal candidate will possess:A strong background in customer success management within a SaaS environment.Proven ability to influence complex customer environments and engage with senior stakeholders.Excellent communication and relationship-building skills.A strategic mindset with the ability to drive measurable outcomes for customers.

About the job

APPLICATION DEADLINE: We recommend applying promptly as this opportunity may close based on the volume of applicants.

About Us:

M-Files is revolutionizing the way organizations manage their document workflows. Our AI-driven document management solution supports a wide range of business needs, enabling secure collaboration, process automation, and compliance. Unlike conventional systems, M-Files organizes content based on the context of your business, linking documents to relevant people, projects, and transactions. With our innovative metadata-driven architecture, businesses can align content with their operational processes, unify information from disparate sources, and leverage AI capabilities. As a result, over 6,000 customers across more than 100 countries benefit from increased productivity, lowered risks, and enhanced decision-making.

To learn more, we invite you to explore our company page.


As a Principal Customer Success Manager at M-Files, you will play a vital role in enhancing customer satisfaction and fostering long-term relationships. You will manage a strategic portfolio of customers, serving as a trusted advisor to senior stakeholders and executives.

This senior-level role is ideal for an accomplished Customer Success professional with significant experience in the SaaS realm, strong business acumen, and the capacity to navigate complex customer landscapes. You will be responsible for driving tangible results for customers, promoting the adoption of the M-Files platform, and exploring opportunities for expanding customer relationships.

In addition to overseeing your portfolio, you will help shape the Customer Success practices at M-Files through best practice sharing, mentoring colleagues, and representing the voice of the customer within the organization.

Key Responsibilities:

  • Manage and expand a portfolio of strategic enterprise and upper mid-market customers, ensuring their success, retention, and growth.
  • Establish and nurture trusted relationships with executive sponsors and key decision-makers within customer organizations.
  • Facilitate customer success by aligning M-Files solutions with customer business objectives and metrics for success.
  • Lead strategic account development, including success plans, executive business reviews, and long-term planning.
  • Proactively identify potential risks, manage escalations, and mitigate churn through early interventions and structured engagement.
  • Identify and promote upsell and cross-sell opportunities within the customer base.

About M-Files

M-Files is a leading provider of AI-driven document management solutions that enhance productivity and streamline workflows for businesses worldwide. We focus on innovation and customer satisfaction, making us a trusted partner for over 6,000 organizations in more than 100 countries.