M-Files Oy - Principal Customer Success Manager

Tehtävä

Own and grow strategic enterprise and upper mid-market accounts. Lead success plans, executive business reviews and long-term roadmaps, aligning the internal account team around customer priorities. Build trusted relationships with executive sponsors and key decision-makers across customer business lines. Lead workshops and engage both active and less responsive customers. Connect M-Files solutions to customer goals and measurable business value. Partner with Professional Services during onboarding and key milestones to support smooth implementation and strong platform adoption. Identify risks early and mitigate churn through structured engagement. Manage critical escalations and act as a senior escalation point and customer advocate across Product, Support, Sales and Services. Identify and drive upsell and cross-sell opportunities in close collaboration with Sales. Open commercial discussions, develop account growth plans and participate in renewals with the Renewals Manager. Bring customer feedback and insights into M-Files to help shape product direction and improve the customer experience. Share best practices, support colleagues and mentor newer CSMs once established in the role. Success is measured through gross retention and churn reduction; net revenue retention through upsell and cross-sell; customer satisfaction, advocacy and reference ability; and platform adoption, usage and demonstrated business value. Gainsight is the main CSM tool, with increasing use of AI tools and agents.