M-Files

• Consult with customers to identify business challenges and recommend tailored M-Files solutions that align with industry best practices. • Lead solution implementations by defining customer requirements and ensuring seamless integration with existing systems and processes. • Provide industry-specific guidance to help clients optimize document and knowledge management workflows. • Facilitate training and enablement sessions for customers, ensuring they maximize the value of M-Files solutions. • Collaborate with sales teams to support pre-sales activities and present industry-focused solutions to prospective clients. • Serve as a project lead on small to mid-sized implementations, ensuring timely execution and customer satisfaction. • Advise on best practices for process automation, compliance, and document management within targeted industry verticals.

• 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.

Role Description As a Senior Customer Success Manager, you are a strategic partner to some of M-Files' most important customers and play a critical role in driving customer retention, adoption, satisfaction, and long-term success. You will serve as a trusted advisor to customer stakeholders and executive sponsors, helping customers realize measurable business value from their M-Files investment. In addition to managing strategic customer relationships, you will contribute to the development of Customer Success best practices, mentor team members, lead complex customer situations, and partner cross-functionally to improve customer outcomes. Key Responsibilities - Customer Success & Strategic Account Management - 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. - Retention, Growth & Risk Management - 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. - Cross-Functional Leadership - 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. - Mentorship & Team Contribution - 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. Qualifications - 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. Nice to Have - Experience with Enterprise Content Management, Information Management, or related technology solutions. - Experience in the Professional Services industry. Benefits - As a 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).

• Drive change within Product & Engineering as part of our continuous improvement of our processes, practices and culture • Be part of a team that drives common approaches that make it simpler for the teams and leaders allowing them to focus on the big picture problems • Ensure quality assurance and seamless launches that set industry standards • Advocate for best practices in tools and instrumentation, eg. addressing data integrity issues • Offer insights for decision making around the flow of work through the product organisation and where the bottlenecks are • Provide insights to the business by helping out teams to track metrics that align to business outcomes • Building and maintaining cool dashboards in JIRA, Confluence, Compass that show us where we are at and if we are going to make our marks • Have the organisation build the muscle to self-organise around the set of defined, measurable outcomes you have landed and helped communicate. • Ad hoc projects which require managing / leading / driving in various part of the business - these will grow in complexity over time • Inbed and hand off change to product management, engineering and operations owners

• Design and maintain the end-to-end AI-First product management lifecycle, from discovery through delivery and iteration • Own the tooling stack, prompt libraries, agent configurations, and workflow automation that PM teams use daily • Ensure every phase of the PDLC has a defined AI-augmentation pattern: what the AI does, what the PM does, and how quality is verified • Keep the PDLC current as M-Files' own agent portfolio (Aino, Chat, Workflow, MCP Connect, Insights) evolves • Build and operate scalable discovery pipelines: customer signal aggregation, interview synthesis, competitive monitoring, and insight routing to the right PM at the right time • Define how AI tools (including internal M-Files agents) are used in user research, persona modeling, and hypothesis generation • Establish quality standards for AI-assisted discovery outputs, distinguishing genuine customer insight from AI-generated noise • Define what AI-First PM competency looks like at M-Files, and build the learning infrastructure to close capability gaps • Run onboarding for new PMs on AI tooling and PDLC standards; maintain documentation that does not require your presence to be useful • Establish and enforce output standards across the team: specifications, decision records, discovery artifacts, and measurement frameworks • Instrument PM operations: track cycle times, rework rates, discovery quality, and shipping cadence • Report PM operational metrics to VP Product Management; flag systemic issues and propose structural fixes • Connect PM process performance to product outcomes: AI-attributed ARR, feature adoption, NRR impact

Role Description M-Files is looking for a high-potential, execution-oriented analyst to serve as a go-to resource within Strategic Operations, supporting key strategic priorities across the company. This role is designed for an early-career professional who thrives in a fast-moving environment and enjoys turning ambiguity into action. You will help translate ideas, questions, threads, and leadership discussions into a structured, organized program—with clear workstreams, owners, meeting cadence, KPIs, baselines, impact estimates, and crisp executive-ready communication. The Strategic Operations Analyst position requires strong judgment, high reliability, and a bias for action—someone who prides themselves on driving execution every day, not just producing analysis. Key Responsibilities - Turn ambiguity into a structured program that moves. - Translate strategic priorities into clear workstreams, owners, timelines, and deliverables—then drive follow-through to completion. - Build and maintain lightweight program structure: operating plans, workback schedules, decision logs, action trackers, and weekly priorities. - Proactively identify gaps, risks, and dependencies—and push them toward resolution with the right stakeholders. - Run the operating cadence (calendar, meetings, coordination). - Own the execution rhythm: scheduling, agendas, pre-reads, notes, action items, owners, and deadlines. - Ensure meetings are decision-oriented and outcome-driven with explicit owners and deadlines. - Maintain alignment between what leadership believes is happening and what is actually happening across teams. - Build and maintain KPI definitions and baseline measurement approaches so progress can be quantified credibly. - Perform hands-on analysis in Excel: data cleanup, modeling, scenario analysis, impact estimation, and performance tracking. - Create simple measurement systems that make progress visible and highlight where execution is slipping. - Provide consistent operational visibility: what shipped, what progressed, what’s blocked, what needs escalation. - Create and maintain dashboards and reporting outputs (Excel / PowerPoint, and BI tools where applicable) that enable fast decision-making. - Use reporting as a tool to drive action and accountability, not as the end product. - Create high-quality, executive-ready PowerPoint decks: updates, operating reviews, decision memos, and strategic readouts. - Write clear, concise summaries that synthesize complex inputs into “what matters / what changed / what we need to do next.” - Support leadership preparation for key meetings and reviews with briefs, agendas, objectives, and next steps. Outcomes to be achieved - Key strategic priorities consistently move from idea → plan → execution → measurable outcomes. - Cross-functional teams are aligned, blockers are escalated early, and commitments are delivered reliably. - The operating cadence is disciplined: clear priorities, clear owners, clear next steps, and consistent follow-through. - Leadership has dependable visibility into progress and performance because execution is well-run week over week. Qualifications - 1–4 years of experience in an execution-oriented environment (e.g., business operations, consulting, investment banking, strategy & ops, program support, GTM ops, analytics). - Advanced Excel skills (analysis, modeling, comfort working with imperfect data). - Strong PowerPoint skills (can build clean, executive-ready decks quickly with attention to detail). - Excellent written communication: concise, structured, action-oriented. - Strong ownership and reliability; you pride yourself on consistent execution and follow-through. - Highly organized and able to manage multiple threads without dropping details. Preferred (nice to have) - Experience supporting operating rhythms (weekly business reviews, QBRs, operational reviews). - Familiarity with dashboards / BI tools (Power BI, Tableau) and/or basic SQL. - Exposure to SaaS business models, pricing/packaging, or cross-functional transformation initiatives. 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). Compensation Transparency We believe transparency helps candidates make informed career decisions. This role is targeted with a total compensation opportunity of up to $225,000 USD, comprised of base salary and an annual variable bonus. While individual offers are based on experience, skills, and overall alignment with the role, we encourage applicants to share their general compensation expectations during the application process. Additional information regarding our compensation philosophy, bonus structure, and comprehensive benefits package will be shared throughout the interview process.

**What You'll Do** **Methodology & Intellectual Property** - Design and own the delivery methodology end-to-end: value discovery frameworks, automation blueprinting, outcome measurement, and delivery governance - Define the model for identifying, designing, and deploying AI agents as a digital workforce inside customer environments — built on the M-Files platform - Develop the toolkits, templates, and repeatable assets that enable the methodology to scale across a distributed delivery team - Establish quality standards and a continuous improvement loop based on field experience **Business & Investment Planning** - Build the multi-year business case for the practice: addressable market sizing, revenue model, margin targets, and investment requirements - Develop the resourcing strategy — defining the capability profile, headcount plan, and talent sourcing approach (internal reskilling vs. external recruitment) - Evaluate build vs. buy vs. partner options; identify and assess potential acquisition targets that would accelerate capability or market access - Present recommendations to senior leadership and, where relevant, to the board **Go-to-Market & Partnerships** - Define the go-to-market motion: how the practice is packaged, priced, and positioned alongside the M-Files platform - Develop partnership and channel models that extend delivery capacity without proportional headcount growth - Work with Sales leadership to embed advisory services into the enterprise sales motion and develop reference customers **Practice Leadership** - Recruit, onboard, and develop the initial cohort of internal practitioners - Define the career path, competency framework, and performance model for the practice - Personally lead select high-value engagements to validate the methodology and build customer proof points

• Work closely with your team in both national and international customer projects • Share your knowledge and sparring with your colleagues • Consult with direct customers and M-Files partners in M-Files projects • Support customers in developing their business processes with the use of our product • Define business requirements with the customer and plan a system design with ascertained requirements • Ensure a high customer value throughout the solution's lifecycle • Participate in the continuous development of implementation practices

**What You'll Be Working On** Financial Reporting & Analysis - Prepare and distribute recurring monthly and quarterly management reporting packages - Create and maintain financial reporting inventories and processes that support efficient decision-making - Perform ad hoc financial analyses related to profitability, expenses, cash flow, headcount, and other key business metrics - Synthesize findings into clear, actionable insights for business leaders and executives Performance Metrics & Business Insights - Develop and monitor KPIs that help measure company performance and operational effectiveness - Identify trends, risks, and opportunities through financial and operational data analysis - Support leadership teams with financial insights that inform strategic decision-making - Contribute to reporting that provides visibility into business performance across functions Planning & Forecasting - Support budgeting, forecasting, and broader financial planning activities - Assist with scenario modeling and analysis to evaluate business performance and growth opportunities - Partner with stakeholders to gather information, challenge assumptions, and improve planning processes Cross-Functional Partnership - Collaborate with teams across Sales, Services, Marketing, People & Culture, Finance, and Business Technology to gather information and improve reporting quality - Support operational efficiency initiatives through data analysis and financial insights - Contribute to monthly accounting close and reporting activities - Assist in the preparation of analyses and materials used for executive and board-level discussions **How We Work Together** We're a collaborative team that values curiosity, ownership, and continuous improvement. - Business Partnership: We work closely with teams across the company and believe the best financial insights come from understanding the business behind the numbers. - Ownership: We take pride in delivering accurate, meaningful analysis and following through on commitments. - Continuous Improvement: We're always looking for ways to simplify processes, improve reporting, and help the business make better decisions. - Growth Mindset: We value people who ask thoughtful questions, embrace new challenges, and are eager to learn.

**What you´ll do: **** - 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