M-Files Oy - Principal Customer Success Manager

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 http://www.m-files.com/We are seeking a Principal Customer Success Manager with strong account management and commercial skills to own and develop a strategically important customer portfolio. You will act as a trusted advisor to senior and executive stakeholders, helping customers achieve measurable business value while securing retention, identifying expansion opportunities and generating commercial leads in close collaboration with Sales. M-Files has seen strong growth in recent years, and this momentum is continuing, with Customer Success playing an important role in sustaining it.This is a senior individual contributor role for an experienced Customer Success or Account Management professional with strong SaaS experience and a track record of retaining and growing existing customer accounts. As the first Principal CSM in the Nordics team, you will manage strategic accounts, primarily in Finland, with some customers in Sweden and Norway. Alongside your own portfolio, you will share best practices and mentor colleagues. You will report to the Nordic Customer Success Manager and be part of a six-person Nordics CSM team within the EMEA Customer Success organisation.The position is based in Finland and fully remote work is possible, with occasional team meetings and some customer travel. Most customer meetings take place remotely. This is a permanent, full-time position, with a preferred start as soon as possible, by mid-January at the latest. Key tasks and responsibilitiesOwn 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.What M-Files is looking forAt least six years of experience in a commercial Customer Success and Account Management role within a SaaS environment, with a solid understanding of recurring-revenue customer relationships.Strong account management and commercial skills, with a track record of retaining and growing existing customer accounts and responsibility for both gross retention and net revenue retention.Previous responsibility for formal pipeline or lead generation targets, with proven experience independently identifying expansion opportunities and generating commercial leads within existing accounts.Experience managing complex enterprise accounts with multiple stakeholders and business lines, ideally involving products embedded in customers’ core business processes.A track record of independently leading account strategies, success plans and executive business reviews, managing escalations and driving renewals, upsell and cross-sell in collaboration with Sales.Credibility with C-level stakeholders, strong communication, presentation and negotiation skills, and the ability to coordinate a cross-functional account team.A technical mindset and curiosity to understand how M-Files works and how technology supports customer business goals.Native-level Finnish and fluent English, both spoken and written. Other Nordic languages are considered as an asset.AI knowledge and experience in manufacturing or energy industries are considered advantages.To succeed in the role, you take ownership and work independently, bringing ideas and a proactive, analytical approach. You combine commercial thinking with a long-term commitment to customer success and remain resilient in a fast-paced environment.Why join M-FilesAt M-Files, you will influence customer outcomes and long-term growth while working with AI-driven technology that helps organisations work more effectively with information. You will join a growing global SaaS company with Finnish roots, guided by the principles of Make It Happen, Help Others and Love Customers. M-Files offers:A collaborative and inclusive international culture, with transparent communication and strong team spirit highlighted in the M-Filer Experience survey.Opportunities to develop your expertise, share knowledge and contribute to the company’s global growth.A flexible, remote-first working environment that supports work-life balance.Competitive compensation and benefits.Does this sound like an opportunity for you?Apply by Wed 11.11.2026, by submitting your CV in English, and salary request via the link below. Avila Oy is the recruitment partner and for more information about the position, please contact Avila's Senior Recruitment Consultant Jarna Lehtola, [email protected].