Customer Success Manager (CSM) - Remote USA (CST/EST)

Who we are:

M-Files is the leading platform for knowledge work automation. With the M-Files platform, knowledge workers can find information faster, work smarter, and achieve more. M-Files features an innovative metadata-driven architecture, embedded workflow engine, and advanced artificial intelligence. This enables customers to eliminate information chaos, improve process efficiency, and automate security and compliance. Learn why we've been named and certified as a Great Place To Work.

Summary of the role:

We are seeking an enthusiastic, customer success focused professional to join our Customer Success Management team. In this role as the Customer Success Manager (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.

What you will be doing/Responsibilities and Duties:

Primary responsibilities

• Developing 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 developing 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
• Monitoring and reviewing the success plan regularly with the customer, through executive business reviews, ensuring goals are met or amended accordingly
• Being the 'voice of the customer' in M-Files and in turn creating customer advocates
• Working with customers to identify examples of how they successfully used our software and derived value within their business
• Monitoring and acting upon Net Promoter Scores provided by customers
• Seeking opportunities for growth with your customers and work with the sales team on expansion
• Overseeing the customer’s adoption, satisfaction, and advocacy to promote best practices and usage of their solution
• Developing 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
• Understanding customer pain points and help drive escalations by coordinating between Customer Support, Services, Product Development, and other teams
• Serving as a customer advocate in influencing product roadmap and improvements
• Identifying 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
• Managing performance metrics: Net Promoter, Adoption, Consumption, Customer Satisfaction, Customer Engagement, Reference-ability, Renewal Risk, Annual Recurring Revenue, etc.
• Identifying renewal/retention risk and collaborate with internal teams to remediate

Requirements

Who you are/Qualifications and Skills:

• 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

Participation in Recruitment Process:

1. Initial Phone Screening w/Recruitment Team Member
2. Interview w/Hiring Manager
3. Panel Interview w/Internal Team Members
4. Final Interview w/Chief Marketing Officer

Benefits

Why M-Files?

We are a global company with Finnish r