Customer Success Manager
New
M
M-FilesSaaS
The position is fully remote within the UK, with occasional travel as required. Must be based in the United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (spoken and written)
- Experience
- 3-5 years
- Required Skills
- NegotiationAccount ManagementRelationship managementSaaS
Requirements
- 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
- Ability to independently lead Executive Business Reviews and facilitate strategic alignment sessions
- Strong commercial mindset with the ability to identify expansion opportunities and manage risk
- Excellent communication, negotiation, and relationship-building skills
- Fluency in English (spoken and written) is required
Responsibilities
- 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
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