Service Manager (Remote, United States, EST/CST)

To ensure a smooth and transparent process, we will be accepting application for this position until 5:00pm central time on Friday, January 2nd.

We recognize that job searching can sometimes feel uncertain, and we want to be respectful of your time and interest. We're committed to providing updates after the review period and thank you in advance for considering M-Files as your next career opportunity.

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, our Guiding Principles unite us across diverse cultures and personalities:

1. Make It Happen – We set bold goals, take ownership, learn from mistakes, and relentlessly pursue results.
2. Help Others – We lead with kindness, assume good intentions, hold one another accountable, and celebrate wins together.
3. Love Customers – We put customers and partners at the heart of everything, delivering value with respect, fairness, and speed.

To learn more about us we encourage you to visit our company page.

To learn more about how we became a Certified Great Place to Work visit, Working at M-Files | Great Place to Work

Summary of the role:

The Service Manager is a strategic, customer-facing leader responsible for ensuring long-term success, value realization, and continuous optimization across assigned Expert Services and Managed Services accounts.

Reporting to the Consulting Unit Manager (Partners and Services Management), this role has evolved far beyond reactive case management. Today, the Service Manager is a trusted advisor who drives proactive service governance, roadmap planning, adoption acceleration, and alignment to customer business outcomes. Your impact directly supports Gross Retention (GRR), Net Retention (NRR), and long-term service expansion.

You will operate as a key partner to customers, shaping their solution roadmap, coordinating internal and external delivery teams, identifying optimization opportunities, and ensuring the M-Files platform evolves alongside their business needs.

What you will be doing/Responsibilities and Duties:

Proactive Service Governance & Customer Partnership

• Lead recurring Service Governance meetings to align priorities, provide visibility into progress, and outline clear plans for value realization.
• Maintain a proactive engagement rhythm that strengthens partnership and prepares customers for upcoming needs.
• Translate customer business goals into actionable service plans and ensure the M-Files solution adapts as those needs evolve.

Strategic Consulting & Value Realization

• Guide customers through best practices, new capabilities, and operational improvements that boost adoption and performance.
• Partner with Customer Success Managers to identify retention risks and long-term service opportunities.
• Recommend enhancements that reduce friction, improve performance, and support measurable value.

Roadmap Planning & Solution Optimization

• Co-create forward-looking solution roadmaps aligned with product updates, new features, and customer initiatives.
• Identify underutilized features and design plans to increase usage or streamline workflows.
• Work with Expert Services consultants to scope and prioritize ongoing configuration efforts and adoption accelerators.

Delivery Oversight & Execution Alignment

• Coordinate with Expert Services and Managed Services teams to ensure high-quality delivery of roadmap activities.
• Remove obstacles, provide clear direction, and maintain transparency across internal and customer-facing teams.
• Monitor engagement performance, utilization, and SLA adherence; adjust service plans as needed.

Customer Insights & Executive Communication

• Serve as the central communication point for strategic updates, risks, recommendations, and operational visibility.
• Advise on how to leverage M-Files functionality, including Microsoft integrations, automation, and mobile capabilities—to support business outcomes.
• Capture customer sentiment and feedback to inform Product, Customer Success, and Leadership teams.

Adoption, Training & Change Enablement

• Coordinate training, enablement activities, and office hours sessions that increase user proficiency.
• Identify adoption gaps and propose tools or programs to accelerate usage.
• Reinforce strong governance practices that support long-term scalability.

Will You'll Work With

Internal Partners:

• Project Managers and Consultants
• Sales Managers & Key Account Managers
• Regional Services Management
• Subcontracting Manager
• Support Team
• R&D

External Partners:

• Customer stakeholders
• Subcontractors
• Vendors supporting related IT systems

Key Competencies  

• Service Delivery
• Customer Account Management
• Project Management
• IT & Technical Terminology
• Advanced Troubleshooting
• Report Writing & Presentation Skills
• Problem-Solving
• Multi-Tasking

Qualifications

• Background in SaaS services delivery, consulting, customer success, or managed services leadership.
• Bachelor’s degree preferred.
• 5–7 years experience supporting enterprise customers with complex software or IT infrastructure deployments.
• Strong project management, analytical, organizational, and communication skills.
• Experience building strong customer relationships and negotiating with clients and internal stakeholders.
• Ability to communicate clearly with technical and non-technical audiences, including presentations and proposals.
• Experience analyzing performance trend data and leading technology implementations.
• Ability to operate independently with minimal oversight.
• Strategic problem-solver who identifies patterns, anticipates needs, and proposes innovative solutions.

Participation in our Recruitment Process:

1. Initial Screening w/People & Culture Team Member
2. Hiring Manager + Additional Leadership (Sr. Consulting Unit Manager + Consulting Unit Manager)  
3. Panel Assessment: Technical Assessment - reviewed with internal team peers

*Completed Recruitment Process Time Investment for Applicant: ~Approx. 2hrs

Why You'll Enjoy Working Here

• You’ll be part of a growing Services organization, joining a collaborative and supportive global team.
• You’ll have the opportunity to work directly with customers across diverse industries, solving real operational challenges.
• You’ll gain exposure to advanced AI-native solutions that are transforming the way organizations manage knowledge.
• You’ll have autonomy to lead projects, influence outcomes, and see your work directly impacting customer success.
• You’ll be part of a company recognized as a Great Place to Work, where innovation, growth, and kindness drive everything we do.

Why M-Files?

We are a global company with Finnish roots and a strong passion for delivering innovative solutions that transform industries. By joining M-Files, you will have the opportunity to shape the future of knowledge work automation while growing your expertise in a collaborative and supportive environment.

Our guiding principles of "Make It Happen", "Help Others", and "Love Customers" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey.

What We Offer:

• As a remote enabled company our employees enjoy the flexibility to establish their own life/work balance
• 10 paid holidays annually
• Unlimited PTO
• Matching 401K Plan (25% of employees' contribution up to the IRS max)
• Health insurance (PPO and HDHP/HSA plans offered)
• Dental insurance
• Vision insurance
• Life insurance (1x employee salary)
• Short-term disability (employer paid)
• Long-term disability (employer paid)
• Flexible Spending Plan (medical and dependent)