Principal Customer Success Manager (UK)

📋 Description

• • As a Principal Customer Success Manager (UK) at M-Files Corporation, you will be instrumental in redefining how businesses manage their information and achieve operational excellence. This senior individual contributor role is pivotal in ensuring the long-term success, retention, and growth of a strategically important portfolio of enterprise and upper mid-market customers.
• • You will act as a trusted advisor, building and nurturing deep relationships with executive sponsors and key decision-makers within customer organizations. Your primary focus will be on aligning M-Files solutions with the unique business objectives and critical success metrics of each client, thereby driving tangible value realization.
• • A core responsibility involves leading comprehensive strategic account planning. This includes developing detailed success plans, conducting impactful executive business reviews (EBRs), and outlining long-term roadmaps that ensure customers maximize their investment in the M-Files platform.
• • Proactive risk management is essential. You will identify potential challenges, manage escalations effectively, and implement structured engagement strategies to mitigate churn and ensure customer satisfaction.
• • Collaboration with the Sales team is key to identifying and driving upsell and cross-sell opportunities, expanding the M-Files footprint within existing accounts.
• • You will partner closely with Professional Services during the critical onboarding phases and at key project milestones, ensuring seamless implementation and fostering strong user adoption of the M-Files platform.
• • As a senior escalation point, you will serve as a dedicated advocate for the customer, liaising across internal departments including Product, Support, Sales, and Services to resolve issues and champion customer needs.
• • A significant aspect of this role involves synthesizing structured customer feedback and insights. You will bring this valuable intelligence back into the organization to influence product direction, enhance service offerings, and drive continuous improvement.
• • Beyond managing your portfolio, you will contribute to the broader evolution of Customer Success practices at M-Files. This includes sharing best practices, mentoring peer Customer Success Managers, and acting as a senior voice of the customer internally, shaping the future of customer engagement.
• • Key success metrics for this role encompass driving strong gross retention and reducing churn, achieving net revenue retention through successful upsell and cross-sell initiatives, fostering high levels of customer satisfaction, advocacy, and referenceability, and ensuring deep platform adoption, usage, and demonstrable business value.
• • The role demands a proactive, analytical, and strategic approach to account management. You will independently lead Executive Business Reviews, facilitate strategic alignment sessions, and effectively manage escalations to ensure customer satisfaction and long-term value realization.
• • You will be comfortable operating independently in a senior, remote capacity, managing a portfolio of complex, long-term customer relationships and driving renewals, upsell, and cross-sell.
• • This position is fully remote within the United Kingdom, with occasional travel as required for key customer engagements or internal meetings.
• • You will be an integral part of an international team of top performers, contributing to a globally growing SaaS company with Finnish roots, focused on delivering innovative solutions that transform industries.
• • You will have the opportunity to shape the future of knowledge work automation, working with advanced, AI-driven technology that delivers tangible business value.
• • M-Files fosters an inclusive and dynamic culture, offering a flexible, remote-first work environment where you can grow your expertise and make a meaningful impact.
• • The company's guiding principles of "Make It Happen", "Help Others", and "Love Customers" are embedded in the daily actions of the team, supported by transparent communication and outstanding team spirit.
• • You will be part of a company that offers a competitive compensation and benefits package, alongside opportunities for professional development and career advancement within a fast-paced, innovative environment.