Customer Success Manager Digital - Finland (m/f/d)

Matrix42 AG; Espoo; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Free breakfast

30 vacation days

Gym and sauna access

Dog friendly office

Lunch benefit

Job summary

Matrix42 AG is building a global Customer Success organization in Espoo. You will manage customer outcomes across our digital segment through automated lifecycle programs, focusing on GRR and contributing to NRR.

The role blends commercial judgment with hands-on programme development and cross-functional collaboration across Marketing, Product, Support and Partners. Key responsibilities include designing journeys for onboarding to renewal, delivering communications, and coordinating CRM

Qualifications

• 3+ years in Digital Customer Success, Customer Operations, renewal operations, or SaaS/enterprise software.
• Hands-on experience building customer campaigns, CRM workflows, or lifecycle programmes with measurable results.
• Commercial mindset linking engagement to retention, renewals, and growth.
• Strong analytical skills using customer and contract data to drive improvements.

Responsibilities

• Design, launch, and optimize digital journeys for onboarding, adoption, value realization, renewal, and growth.
• Create customer communications and self-service content with Marketing, Product, Support, and partners.
• Segment audiences by lifecycle stage and product to ensure timely, relevant communications.
• Implement CRM workflows with RevOps/CS Ops and connect signals to actionable triggers.
• Monitor renewals, communicate pricing/contract changes, and route upsell opportunities to Sales.

Skills

3+ years experience

Digital customer success

CRM workflows

Commercial mindset

Analytical skills

Customer communication

English

Finnish

Tools

HubSpot

Power BI

Job description

Your mission

Build digital customer journeys that improve adoption, retention and growth.

Matrix42 is the European choice in Intelligent Service Management (ISM). We help organizations realize the full potential of their technology and service management investments.

We are establishing a global, company-wide Customer Success organization with a clear business value focus and a strong commercial mindset. Our ambition is to turn adoption and measurable customer outcomes into lasting partnerships, strong retention, and sustainable growth.

YOUR MISSION

You will manage customer outcomes across our digital customer segment through automated lifecycle programes, one-to-many engagement, and renewal workflows. You will own the performance of these programmes, with accountability for segment gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR). This role operates across the segment rather than through a traditional named-account portfolio, combining commercial judgement, customer communication, and hands‑on programme development.

Build and improve digital customer journeys

• Design, launch, and improve digital journeys covering onboarding, adoption, value realization, renewal, and growth, with clear objectives and triggers at each stage.
• Create relevant customer communications, educational campaigns, and self‑service content together with Marketing, Product, Support, and partners.
• Segment audiences by lifecycle stage, product, usage, and customer needs so communications are timely and useful.
• Work with RevOps and CS Operations to implement CRM workflows, improve contact and contract data, and connect customer signals to actionable triggers.
• Test messages, timing, and journey steps. Use engagement, adoption, and commercial results to improve programe effectiveness.

Drive reliable renewals

• Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals. Build workflows around contractual notice deadlines.
• Own communication of pricing and contract changes across the segment, combining personalized outreach with scalable programmes.
• Monitor risk and renewal exceptions. Manage targeted human intervention with the appropriate CS, Sales, Support, or partner teams.
• Identify growth signals and route qualified strategic upsell and cross‑sell opportunities to Sales.
• Maintain segment renewal forecasts and programme dashboards, using CRM and analytics to connect activities with retention and growth.

How we measure success Segment GRR and NRR. Adoption and lifecycle engagement through digital programmes, renewal forecast accuracy, and qualified growth opportunities.

Your profile

MUST HAVES

• At least 3 years of relevant experience in Digital Customer Success, Customer Operations, customer lifecycle marketing, renewal operations, or a comparable SaaS or enterprise software role.
• Hands‑on experience building customer campaigns, CRM workflows, or automated lifecycle programmes, with evidence of measurable results.
• A commercial mindset: you connect customer engagement and adoption with retention, renewals, and growth.
• Strong analytical skills and confidence using customer, contract, and engagement data to prioritize improvements.Clear customer‑facing writing and communication skills, with the ability to make complex topics easy to act on.The ability to coordinate Marketing, RevOps, Sales, Support, and partners and manage multiple programme improvements in parallel.Fluency in English and Finnish.

NICE TO HAVE

• Experience with HubSpot, Power BI, customer health frameworks, or product usage analytics.
• Experience with AI‑enabled engagement, self‑service programmes, or testing and optimizing digital journeys.
• Knowledge of subscription renewals, partner‑led customer models, or IT and enterprise service management.

Why us?

You will help establish our digital Customer Success approach and shape programmes that reach customers across markets. This role offers the opportunity to combine customer insight, automation, and commercial ownership, working closely with the teams building our CS systems and ways of working.

Our Benefits

We could tell you about the free breakfast, great coffee, 30 vacation days, and flexible hours. Or that hybrid and remote work are part of the deal. But honestly? That's just standard.

Here's what makes working with us in Espoo extra special:

• Work from (almost) anywhere – Take your job with you on a workation and get inspired by new places.
• Time for growth – A career framework to support your professional and personal growth with up to 6 extra days off per year for your development.
• Social Day – One paid day per year to give back to your community or support a cause you care about.
• Health Care Plan – Comprehensive, occupational
• Edenred Lunch, Sport and Culture benefit
• Leisure time insurance
• Free use of the gym and sauna at our office in Säteri, Espoo
• Dog Friendly Office - Bring your furry coworker along. Just make sure they don't steal anyone's lunch.

Hybrid work is a natural part of how we operate, but we also believe in the power of coming together. That's why we regularly connect in the office - whenever it makes sense.

And that's just the beginning. Ask us what else is waiting for you!

Benefits and perks may vary depending on your location and local employment regulations.

We are an equal opportunity employer. We welcome applications from all genders and do not discriminate on the basis of gender, gender identity, age, disability, ethnic origin, religion or belief, or sexual orientation.