Customer Success Manager (UK) - M-Files Oy - Remote - Global

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. To learn more about us we encourage you to visit our company page. At M-Files, Customer Success plays a critical role in driving long-term customer value, retention, and growth. As a Customer Success Manager (based in the UK), you will be acting as a trusted advisor to senior and executive-level stakeholders. This is an individual contributor role for a Customer Success professional with a SaaS background, excellent commercial acumen, and the ability to influence customer environments. You will drive measurable outcomes for customers, maximize adoption of the M-Files platform, and identify opportunities to expand and deepen customer partnerships. You will contribute to the evolution of Customer Success practices at M-Files by sharing best practices and acting as the voice of the customer internally. What you´ll do: 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 Key success metrics: Gross retention and churn reduction, Net revenue retention through upsell and cross-sell, Customer satisfaction, advocacy, and reference ability, Platform adoption, usage, and demonstrated business value.