Service Manager (Remote, United States, EST/CST)

Background in SaaS services delivery, consulting, customer success, or managed services leadership Bachelor’s degree preferred 5–7 years experience supporting enterprise customers with complex software or IT infrastructure deployments Strong project management, analytical, organizational, and communication skills Experience building strong customer relationships and negotiating with clients and internal stakeholders Ability to communicate clearly with technical and non-technical audiences Experience analyzing performance trend data and leading technology implementations Ability to operate independently with minimal oversight Strategic problem-solver who identifies patterns, anticipates needs, and proposes innovative solutions

Lead recurring Service Governance meetings Maintain a proactive engagement rhythm with customers Translate customer business goals into actionable service plans Guide customers through best practices and new capabilities Partner with Customer Success Managers to identify retention risks Co-create forward-looking solution roadmaps Identify underutilized features and design plans to increase usage Coordinate with Expert Services and Managed Services teams for delivery Serve as the central communication point for strategic updates and risks Advise on leveraging M-Files functionality to support business outcomes Capture customer sentiment and feedback Coordinate training and enablement activities