Job Specifications
APPLICATION DEADLINE: This opportunity will be removed based on applicant volume; we encourage you to apply soon if interested
Who we are:
M-Files is redefining how work gets done. Our AI-native document management system offers purpose-built business use cases - spanning universal and industry-specific workflows - to enable secure collaboration, automate processes, and ensure governance. Unlike traditional systems, M-Files organizes content around the context of your business, connecting documents to related people, projects, and transactions. With our unique metadata-driven architecture, organizations can model content in line with their business processes, unify information across silos, and apply AI at scale. The result is greater productivity, reduced risk, and smarter, faster decisions for over 6,000 customers in 100+ countries.
For more information, we encourage you to visit our company page.
At M-Files, Customer Success plays a critical role in driving long-term customer value, retention, and growth. As a Principal Customer Success Manager (based in the UK), you will own and lead a strategically important portfolio of customers, acting as a trusted advisor to senior and executive-level stakeholders.
This is a senior individual contributor role for an experienced Customer Success professional with a strong SaaS background, excellent commercial acumen, and the ability to influence complex customer environments. You will drive measurable outcomes for customers, maximize adoption of the M-Files platform, and identify opportunities to expand and deepen customer partnerships.
In addition to managing your own portfolio, you will contribute to the evolution of Customer Success practices at M-Files by sharing best practices, mentoring peers, and acting as a senior voice of the customer internally.
What you´ll do:
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
Key success metrics
Gross retention and churn reduction
Net revenue retention through upsell and cross-sell
Customer satisfaction, advocacy, and referenceability
Platform adoption, usage, and demonstrated business value
Requirements
What We're Looking For :
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
Why M-Files?
M-Files is a fast-growing, global SaaS company with Finnish roots and a strong passion for delivering innovative solutions that transform industries. By joining M-Files, you will help shape the future of knowledge work automation while working with advanced, AI-driven technology that delivers tangible business value.
You'll have real influence over customer outcomes and long-term growth, supported by a collaborative, international culture that values learning and development. We offer a flexible, remote-fi
About the Company
M-Files is the leading document management platform for knowledge work automation. With the M-Files platform, knowledge workers can find information faster, work smarter, and achieve more. M-Files features an innovative metadata-driven architecture, embedded workflow engine, and advanced artificial intelligence. This enables customers to eliminate information chaos, improve process efficiency, and automate security and compliance.
We help knowledge workers to work smarter.
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