Principal Customer Success Manager (UK)

APPLICATION DEADLINE: This opportunity will be removed based on applicant volume; we encourage you to apply soon if interested.

Who we are: M-Files is redefining how work gets done. Our AI-native 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.

At M‑Files, Customer Success plays a critical role in driving long‑term customer value, retention, and growth. As a Principal Customer Success Manager (based in the UK), you will own and lead a strategically important portfolio of customers, acting as a trusted advisor to senior and executive‑level stakeholders. This is a senior individual contributor role for an experienced Customer Success professional with a strong SaaS background, excellent commercial acumen, and the ability to influence complex 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. In addition to managing your own portfolio, you will contribute to the evolution of Customer Success practices at M‑Files by sharing best practices, mentoring peers, and acting as a senior voice of the customer internally.

What you’ll do:

• Own and grow a portfolio of strategic enterprise and upper 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 referenceability.
• Platform adoption, usage, and demonstrated business value.

Requirements:

• Minimum 6‑8 years of proven experience in Customer Success Management, or Strategic Account Management.
• Strong, hands‑on experience working in a SaaS environment.
• Demonstrated success in managing complex, long‑term customer relationships and driving renewals, upsell, and cross‑sell.
• Proven ability to operate as a trusted advisor to senior stakeholders and executive sponsors.
• Demonstrated proactive, analytical, and strategic approach to managing and growing a portfolio of customer accounts, with the ability to independently lead Executive Business Reviews, facilitate strategic alignment sessions, and effectively manage escalations to ensure customer satisfaction and long‑term value realization.
• Strong commercial mindset with the ability to identify expansion opportunities and manage risk.
• Excellent communication, negotiation, and relationship‑building skills.
• Experience with IT system implementations and enterprise software solutions is a plus.
• Fluency in English (spoken and written) is required.
• Fluency in French (both written and spoken) will be an advantage.
• Comfortable working independently in a senior, remote role.
• Must be based in the United Kingdom (relocation is not offered).

Benefits:

• International team of top performers.
• Inclusive and dynamic culture (virtual and in‑person).
• Opportunity to contribute to our success and growth globally.
• Flexible work/life balance.
• Competitive compensation and benefits package.

Next Steps:

Applications are considered on a rolling basis and the position will be filled as soon as the right individual comes along. Please send us your application together with your CV and salary request as soon as possible, but no later than March 22nd, 2026. Please note, that the position may close early based on applicant volume. Please note that we do not accept applications sent via email. All applications should be submitted through job boards like LinkedIn or our career portal. Due to the high volume of applications, we will not be able to respond to all LinkedIn InMails.

Join M‑Files and help industry leaders transform the way they manage information and drive business success!