Customer Success Manager (Remote, United States CST/EST Preferred)

About the role

M-Files is redefining how work gets done. Our context-first 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. At M-Files, our Guiding Principles unite us across diverse cultures and personalities: Make It Happen - We set bold goals, take ownership, learn from mistakes, and relentlessly pursue results; Help Others - We lead with kindness, assume good intentions, hold one another accountable, and celebrate wins together; Love Customers - We put customers and partners at the heart of everything, delivering value with respect, fairness, and speed.

As a Customer Success Manager, you will serve as a trusted advisor to M-Files customers and play an important role in driving customer engagement, adoption, utilization, value realization, retention, and long-term success. You will build relationships with customer stakeholders and executive sponsors, develop success plans aligned with their business objectives, and help customers realize measurable value from their M-Files investment throughout the customer lifecycle. This is a highly collaborative role, partnering closely with Sales, Professional Services, Customer Support, Product, and Marketing to proactively address customer needs, mitigate risk, identify growth opportunities, and deliver a consistent, high-quality customer experience. We are open to considering more experienced Customer Success professionals based on the strength and depth of the applicant pool and alignment with the needs of the team.

Global Company, Trusted Platform: M-Files is a global company with Finnish roots and a product we're genuinely proud of. Recognized as a Leader in the Gartner® Magic Quadrant™ for Document Management, we're helping organizations around the world transform how they manage information, automate knowledge work, and unlock greater business value through AI. As a Senior Customer Success Manager, you'll play a key role in helping customers realize that value long after implementation.

Build Trusted Customer Partnerships: This is more than a traditional customer success role. You'll serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize adoption, achieve business outcomes, identify opportunities for growth, and navigate change as their organizations evolve. Your ability to build trusted relationships will directly contribute to customer satisfaction, retention, and long-term success.

Cross-Functional Collaboration & Business Impact: You'll partner closely with Professional Services, Sales, Product Management, Support, and Marketing to advocate for customers and help shape their overall experience with M-Files. Your voice will help influence product adoption strategies, customer feedback loops, and opportunities to expand the value we deliver.

Ownership, Growth & Development: We empower our Customer Success team with meaningful ownership and the autonomy to build strong customer relationships while continuously developing their expertise. This role offers the opportunity to work with complex enterprise organizations, influence executive stakeholders, and contribute to the ongoing evolution of our customer success strategy.

A Culture Built on Trust: Our guiding principles — Make It Happen, Help Others, and Love Customers — shape how we work together every day. We believe strong customer relationships begin with strong internal partnerships, transparent communication, and a collaborative culture where people are trusted to take ownership, solve problems, and help one another succeed.

Responsibilities

• Build trusted-advisor relationships with customer stakeholders and executive sponsors, understanding their business objectives and guiding them toward measurable value from M-Files throughout their lifecycle.
• Co-create customer success plans by defining goals and success criteria, tracking progress through regular business reviews, and adjusting plans as customer needs evolve.