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

Matrix42; United States; Híbrido; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work options

30 vacation days

Descripción de la vacante

Matrix42 is building a global Customer Success organisation to optimise adoption and value across a broad portfolio. You will own a 100–150 named customer set, driving renewals, adoption, and growth while coordinating with Sales, delivery teams, and partners to maximize value and revenue retention.

Fluency in English and German is required, with a focus on scalable customer success programs and cross-functional collaboration to deliver measurable business outcomes.

Formación

• At least 3 years of relevant experience in Customer Success, Account Management, or a similar role in SaaS or enterprise software.
• 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.
• Ability to connect software adoption with business value and communicate clearly with customer decision-makers.
• Confidence using CRM and data to prioritise activity, identify risk, and maintain reliable forecasts.
• Strong collaboration skills to coordinate actions across Sales, partners, and customer-facing teams.
• Fluency in English and German.

Responsabilidades

• Own a portfolio of 100–150 named customers, balancing personal engagement with scalable programs.
• Manage renewals, drive adoption, and identify growth opportunities within license agreements.
• Coordinate onboarding handovers with Sales, delivery teams and partners.
• Lead webinars, adoption campaigns, and best-practice sessions to drive value.
• Maintain CRM records and develop repeatable renewal playbooks and workflows.

Conocimientos

Customer Success

Account Management

SaaS

Herramientas

CRM (e.g., Salesforce)

Descripción del empleo

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.
• Recognise 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 prioritise 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 German.

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

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:

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