Customer Success Manager Scaled Accounts - Finland (m/f/d)

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

Benefits offered by this job

Hybrid work model

Performance bonuses

Health insurance

Gym/Wellness benefits

Job summary

Matrix42 AG is looking for a Customer Success Manager for Scaled Accounts to drive measurable business outcomes across a large portfolio. You will blend personal engagement with scalable success programs, focusing on renewals, adoption, and licence expansion across 100–150 named customers.

You will own renewal processes, address risks with recovery plans, and coordinate with Sales, delivery, and partners to maximize value realization. Fluency in English and Finnish is required.

Qualifications

• 3+ years in Customer Success, Account Management, or similar SaaS role.
• Ability to manage many customers with renewal timelines.
• Strong commercial sense to retain and grow the business.
• Clear communication with customer decision-makers.
• Use CRM/data to forecast and prioritize actions.
• Collaborate across Sales, partners, and services.
• Fluency in English and Finnish.

Responsibilities

• Own a portfolio of 100–150 named customers, driving renewal and growth.
• Develop practical success plans and coordinate onboarding handovers.
• Balance personal engagement with scalable programs and webinars.
• Utilize health signals to improve portfolio visibility and renewal outcomes.
• Collaborate with Sales, Support, and Professional Services on value delivery.

Skills

Customer Success

Account Management

Structured planning

Commercial judgement

CRM & data usage

Cross-functional collaboration

English fluency

Finnish fluency

Tools

HubSpot

Salesforce

Gainsight

Totango

Planhat

Job description

Your mission

Deliver customer value and commercial impact across a broad portfolio. 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

As our Customer Success Manager Scaled Accounts, you will help customers achieve measurable business outcomes while driving retention and growth across a large portfolio of accounts. You will combine personal engagement with scalable customer success programs, helping customers maximize the value of their Matrix42 investment. Most of your time will be spent managing renewals, driving adoption, identifying growth opportunities, and engaging customers through both one-to-one and one-to-many approaches.

What you will do:

You will own a portfolio of 100–150 named customers, combining targeted personal engagement with repeatable programmes and digital touchpoints. You will be accountable for your portfolio’s gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR) through licence expansion and the growth opportunities you originate. You will use your judgement to prioritise direct engagement where it has the greatest impact on value realisation, retention and growth.

• Segment and prioritize your portfolio using renewal timing, customer needs, adoption, engagement, risk, and growth potential.
• Agree practical success plans and measurable next steps with customers. Coordinate onboarding handovers with Sales, delivery teams, and partners.
• Combine targeted customer conversations and selective business reviews with webinars, adoption campaigns, and best-practice sessions.
• Use available customer data and health signals to focus your time and help improve health scoring and portfolio visibility as our systems develop.
• Work with partners, Support, and Professional Services to address barriers to value and ensure clear ownership of follow-up actions.

Own renewals and establish growth

• Run a reliable renewal process - keep renewal intent, risks, actions, and forecasts current.
• Take ownership of retention risks and recovery plans, coordinating the right colleagues and partners.
• Act as the customer’s point of contact during escalations.
• Manage license increases within agreed commercial responsibilities and approval processes.
• Personally communicate pricing and contract changes to your customers.
• Recognize and qualify growth opportunities from customer goals and adoption signals. Engage Sales on strategic upsell and cross-sell, and flag customers who need more intensive coverage.
• Maintain accurate CRM records and improve repeatable playbooks, digital touchpoints, and renewal workflows across the CS team.

How we measure success

Portfolio GRR and NRR. Adoption and lifecycle engagement, renewal management and growth creation.

Your profile

MUST HAVES

• At least 3 years of relevant experience in Customer Success, Account Management, or a similar customer-facing role in SaaS or enterprise software.
• A structured, proactive approach to managing many customers, competing priorities, and renewal timelines.
• Commercial judgement and evidence of improving customer outcomes, retaining business, or identifying growth opportunities.
• The ability to connect software adoption with business value and communicate clearly with customer decision-makers.
• Confidence using CRM and data to prioritize activity, identify risk, and maintain reliable forecasts.
• Strong collaboration skills and the ability to coordinate action across Sales, partners, and customer-facing teams.
• Fluency in English and Finnish.

NICE TO HAVE

• Experience delivering customer webinars, adoption campaigns, or other scalable customer success programs
• Knowledge of IT Service Management (ITSM), Enterprise Service Management (ESM), Endpoint Management, or Enterprise Software environments
• Experience working with channel, implementation, or strategic partners
• Familiarity with customer health frameworks, customer success methodologies, workflow automation, or AI-driven customer engagement
• Experience using tools such as HubSpot, Salesforce, Gainsight, Totango, Planhat, or similar platforms

Why us?

This role offers the opportunity to help shape a growing global Customer Success organization while directly influencing customer outcomes, retention, and business growth. You will work closely with customers and cross-functional teams to build long‑term partnerships and contribute to the success of the European choice in Intelligent Service Management.

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!

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

We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection 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.