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Customer Success Manager / United States

Role description   

We are seeking an enthusiastic, customer success focused professional to join our Customer Success Management team. In this role as the CSM you will apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to M-Files growth and success. The cross-functional nature of the role allows for the development of a deep understanding of all aspects of the M-Files business.

The objective of the team is to drive customer engagement, adoption, utilization, and value of solutions. Ultimately, the role promotes retention and loyalty leading to a successful renewal.


Main responsibilities

  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to forge a long-term bond throughout their journey with M-Files, understanding their challenges and business objectives to ensure they achieve their goals through M-Files
  • Jointly develop a success plan with your customers to identify the key measurements and success criteria that must be met, for the customer to receive value from their M-Files solution
  • Monitor and review the success plan regularly with the customer, through executive business reviews, ensuring goals are met or amended accordingly
  • Be the 'voice of the customer' in M-Files and in turn creating customer advocates
  • Work with customers to identify examples of how they successfully used our software and derived value within their business
  • Monitor and act upon Net Promoter Scores provided by customers
  • Seek opportunities for growth with your customers and work with the sales team on expansion
  • Oversee the customer’s adoption, satisfaction, and advocacy to promote best practices and usage of their solution
  • Develop a comprehensive understanding of typical business challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving feature adoption to maximize time to value and return on investment
  • Understand customer pain points and help drive escalations by coordinating between Customer Support, Services, Product Development, and other teams
  • Serve as a customer advocate in influencing product roadmap and improvements
  • Identify risks to the customer achieving their desired outcomes and stated business goals, working with a cross departmental team on risk mitigation or escalate as needed
  • Manage performance metrics: Net Promoter, Adoption, Consumption, Customer Satisfaction, Customer Engagement, Reference-ability, Renewal Risk, Annual Recurring Revenue, etc.
  • Identify renewal/retention risk and collaborate with internal teams to remediate

Key competencies

  • Innate, continuous curiosity about technology, and digital transformation
  • Outstanding organizational skills
  • Experience managing executive-level customer relationships in a technology context
  • Strong technical aptitude and the ability to learn new technology concepts quickly
  • Exceptional oral and written communication skills. Must be capable, comfortable, and confident when speaking to a wide spectrum of internal and external stakeholders
  • Very strong presentation, collaboration and team building skills
  • The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
  • Expertise with Enterprise Content Management
  • Proven expertise in building business process
  • Strong project and change management skills
  • Experience in leading people and projects




Deadline for applications: The recruitment expires when the position is filled.

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