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

Matrix42; Paris; Hybrid; EUR 65,000 - 120,000; Full time

Benefits offered by this job

30 vacation days

Remote & Hybrid options

Growth opportunities & development

Social Day

Pick your perk

Job summary

Matrix42 is expanding its Customer Success organization in Europe and seeks a Customer Success Manager for Scaled Accounts in Paris. You will own a portfolio of 100–150 named customers, balancing personal engagement with scalable programs to drive renewals and growth.

Your actions will influence gross revenue retention and contribute to net revenue retention through expansion. You will coordinate with Sales, delivery, and partners, lead adoption initiatives, and run targeted business reviews and

Qualifications

• 3+ years in Customer Success, Account Management, or similar SaaS role.
• Structured, proactive approach to multi-customer management and renewal timelines.
• Commercial judgement with evidence of improving outcomes or growing accounts.
• Ability to connect software adoption with business value for decision-makers.
• Proficient with CRM data to prioritize activity, assess risk, and forecast.
• Strong collaboration across Sales, partners and customer-facing teams.
• Fluency in English and French.

Responsibilities

• Own a portfolio of 100–150 named customers with personal engagement and scalable programs.
• Manage renewals, adoption, and identify growth opportunities for licence expansion.
• Coordinate onboarding with Sales, delivery, and partners; conduct reviews and webinars.
• Maintain CRM records, improve renewal workflows, and develop repeatable playbooks.
• Engage Sales on upsell/cross-sell while managing retention risks and escalations.

Skills

Customer Success

Account Management

SaaS

English & French

CRM & Forecasting

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.

Drive adoption and value across your portfolio

• 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 French.

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 30 vacation days, or that self-managed, flexible hours and remote work are part of the deal. But honestly? That's just standard.

Here's what makes working with us 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: volunteer, support a cause, or attend an environmental event.
• Pick your perk - Choose the benefit that fits your life best

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.

About Us

We are the European choice in intelligent service management – built on trust, powered by people! At Matrix42, we empower organizations to digitalize and automate their everyday work. With our platform, customers manage IT and business processes, assets, endpoints, and identities seamlessly—driving productivity, agility, security, and a better employee experience. Through integrated solutions and automation, we enable modern digital workplaces and true self-service.

Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.

Our culture is built on a strong, value-based performance mindset—because success is not just about what we achieve, but how we achieve it. Guided by our four core values, we bring our vision to life every day:

• We love customers – we put customer success at the heart of everything we do
• Make it happen – we take ownership, act with speed, and turn ideas into impact
• Better every day – we continuously learn, improve, and push boundaries
• With respect – we collaborate with trust, openness, and appreciation for each other

We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals, regardless of gender, age, disability, ethnic or social origin, religion or belief, sexual orientation, or identity.