The Smarter Way to Work.
Senior Customer Success Manager
Location
United States
Posted
23 hours ago
Salary
0
Seniority
Senior
Job Description
Senior Customer Success Manager
M-Files
• 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.
Job Requirements
- 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.
- Nice to Have: Experience in the Professional Services industry.
Benefits
- 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)
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