Digital Customer Success Lead - Journeys & Renewals

Matrix42; Espoo; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Free breakfast and coffee

Hybrid and remote work options

Health care plan

Lunch, sport and culture benefit

Gym and sauna access at office

Job summary

Matrix42 is establishing a global Customer Success organization in Espoo, Finland, focusing on digital journeys that improve adoption, retention and growth. You will own lifecycle programmes and segment GRR/NRR, blending commercial judgment with hands-on programme development.

The role emphasizes renewal processes, customer communications, and cross-functional collaboration across Marketing, RevOps, Sales, and Support to drive measurable outcomes.

Qualifications

• At least 3 years in Digital Customer Success, Customer Operations, lifecycle marketing, renewal operations, or similar SaaS/enterprise role.
• Hands-on in building customer campaigns, CRM workflows, or automated lifecycle programmes with measurable results.
• Commercial mindset linking engagement with retention, renewals and growth.
• Strong analytical skills using customer, contract, and engagement data.
• Clear customer-facing writing and communication abilities to simplify complexity.
• Ability to coordinate Marketing, RevOps, Sales, Support and partners on multiple improvements.
• Fluent in English and Finnish.

Responsibilities

• Build and manage digital customer journeys across onboarding, adoption, value realization, renewal and growth.
• Create customer communications, educational campaigns, and self-service content with cross-functional teams.
• Segment audiences and tailor communications by lifecycle stage and product usage.
• Implement CRM workflows, data improvements, and trigger-based actions with RevOps and CS Operations.
• Test and optimize messages and journeys based on engagement and commercial results.
• Own a repeatable renewal process with early reminders and renewal visibility.
• Communicate pricing and contract changes across the segment; coordinate cross-functional intervention as needed.
• Identify upsell/cross-sell signals and route to Sales; maintain renewal forecasts and dashboards.

Skills

Digital Customer Success

Customer Operations

Lifecycle marketing

Renewal operations

Commercial mindset

Analytical skills

Customer-facing writing

Cross-functional coordination

English fluency

Finnish fluency

Tools

HubSpot

Power BI

Job description

Matrix42 is establishing a global Customer Success organization in Espoo, Finland, focusing on digital journeys that improve adoption, retention and growth. You will own lifecycle programmes and segment GRR/NRR, blending commercial judgment with hands-on programme development.

The role emphasizes renewal processes, customer communications, and cross-functional collaboration across Marketing, RevOps, Sales, and Support to drive measurable outcomes.