Customer Success Manager

M-Files

Customer Success Manager at M-Files managing relationships and ensuring customer success. Driving retention and growth in a fully remote role within the UK.

Posted 7/20/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management and Account Management, with a strong focus on building long-term relationships, driving customer value realization, and identifying upsell and cross-sell opportunities. Proficient in managing customer portfolios in a SaaS environment while effectively communicating and collaborating with stakeholders.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementSaaS Environment ExperienceRelationship BuildingStrategic Account Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementRenewals ManagementUpsell and Cross-Sell StrategiesExecutive Business ReviewsRisk ManagementAnalytical SkillsIT System ImplementationsEnterprise Software Solutions

Soft Skills

Excellent CommunicationNegotiation SkillsProactive ApproachMentoring

Industry Keywords

Customer Success Best PracticesCustomer FeedbackCustomer RetentionCustomer Value Realization

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Minimum 3-5 years of proven experience in Customer Success Management, or Account Management
Hands-on experience working in a SaaS environment
Demonstrated success in managing 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 German or French will be an advantage
Comfortable working independently in a remote role
Must be based in the United Kingdom (relocation is not offered

Benefits

Comp & perks

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