Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a trusted advisor for M-Files clients.

• Foster customer engagement, adoption, utilization, value realization, retention, and long-term success.

• Cultivate relationships with customer stakeholders and executive sponsors.

• Create success plans that align with customer business objectives.

• Assist customers in achieving measurable value from their M-Files investment throughout their lifecycle.

• Collaborate on customer success plans, establish goals and success criteria, monitor progress through regular business reviews, and adapt plans as needs change.

• Enhance adoption and ROI by understanding customer challenges, coaching on best practices, and showcasing relevant product features.

• Manage customer health metrics, including NPS, adoption/consumption, engagement, and renewal risk.

• Represent the voice of the customer internally by sharing feedback, success stories, and product requests.

• Recognize and address risks to customer outcomes, coordinating necessary escalations.

• Proactively identify renewal and retention risks and manage mitigation strategies.

• Spot growth and expansion opportunities and collaborate with Sales to capitalize on them.

• Encourage customer advocacy and identify chances for references and success stories.

• Collaborate with Sales, Professional Services, Customer Support, Product, and Marketing teams.

• Coordinate with internal stakeholders to resolve customer issues and ensure consistent progress toward goals.

• Share customer insights to enhance product adoption, customer programs, and the overall customer experience.

• Work collaboratively across a global organization while maintaining accountability and communication regarding the customer portfolio.

⛳️ Requirements

• Proven experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing role within a SaaS business model.

• Experience in developing and managing trusted relationships with customer stakeholders and executive-level contacts in a technology-focused environment.

• Strong comprehension of SaaS business models, including subscription software, services, adoption, and renewals.

• Robust business acumen with the ability to link technology solutions to measurable business value.

• High technical aptitude and curiosity regarding technology and digital transformation.

• Quick learner with the ability to grasp new concepts effectively.

• Strong project and change leadership abilities.

• Outstanding verbal and written communication skills.

• Confidence in engaging with a diverse range of internal and external stakeholders.

• Strong skills in presentation, facilitation, collaboration, and organization.

• Ability to lead virtual meetings with diverse audiences.

• Capability to manage multiple customer priorities with a keen attention to detail and proactive follow-up.

• Preferred: experience with Enterprise Content Management, Information Management, workflow automation, knowledge management, or similar technology solutions.

• Preferred: experience supporting complex or enterprise SaaS clients.

• Preferred: experience within the Professional Services sector.

• Preferred: experience conducting executive-level business reviews and managing customer health methodologies.

• Preferred: experience working in a global, cross-functional organization.

🏝️ Benefits

• Flexible work/life balance through remote-enabled work.

• 10 paid holidays each year.

• Unlimited Paid Time Off (PTO).

• Matching 401(k) plan: 25% of the employee's contribution up to the IRS maximum.

• Health insurance options, including PPO and HDHP/HSA plans.

• Dental insurance coverage.

• Vision insurance offerings.

• Life insurance equal to 1x the employee's salary.

• Employer-funded short-term disability coverage.

• Employer-funded long-term disability coverage.

• Flexible Spending Plan for medical and dependent expenses.

• Opportunities for professional growth and development.

• Autonomy and significant ownership in your role.

• Chance to work with complex enterprise organizations and influence executive stakeholders.

• A collaborative culture grounded in trust.