M-Files

Principal Customer Success Manager

M-Files

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Lead

About the role

  • Own and grow a portfolio of strategic enterprise and upper 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

Requirements

  • Minimum 6–8 years of proven experience in Customer Success Management, or Strategic Account Management
  • Strong, hands-on experience working in a SaaS environment
  • Demonstrated success in managing complex, 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 French (both written and spoken) will be an advantage
  • Comfortable working independently in a senior, remote role
  • Must be based in the United Kingdom (relocation is not offered)
Benefits
  • International team of top performers
  • Inclusive and dynamic culture (virtual and in-person)
  • Opportunity to contribute to our success and growth globally
  • Flexible work/life balance
  • Competitive compensation and benefits package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success ManagementStrategic Account ManagementSaaSIT system implementationsenterprise software solutionsupsellcross-sellExecutive Business Reviewsstrategic alignmentrisk management
Soft Skills
relationship-buildingcommunicationnegotiationanalyticalstrategic thinkingproactivetrusted advisormentoringcustomer advocacyproblem-solving