Digital Customer Success Manager – Journeys & Growth

Matrix42; United States; Hybrid; USD 79,000 - 101,000; Full time

Benefits offered by this job

Work from (almost) anywhere

Time for growth

Social Day

Job summary

Matrix42 is seeking a Digital Customer Success professional to build and optimize journeys that boost adoption, retention, and growth across onboarding, renewal, and expansion. You will craft customer communications with Marketing, Product, Support and partners and design CRM workflows to trigger timely actions based on lifecycle signals.

The role emphasizes a commercial mindset, strong analytics, and clear, customer-facing writing in English and Swiss German.

Qualifications

• At least 3 years of 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 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 (Swiss) German.

Responsibilities

• Build and improve digital customer 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 with Marketing, Product, Support, and partners.
• Segment audiences by lifecycle, product, usage, and customer needs for timely, useful communications.
• Work with RevOps and CS Operations to implement CRM workflows and connect customer signals to actionable triggers.
• Test messages, timing, and journey steps; use engagement and renewal results to improve programmes.
• Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals.
• Communicate pricing and contract changes across segments, combining personalized outreach with scalable programmes.
• Monitor risk and renewal exceptions; route to appropriate CS, Sales, Support, or partners for intervention.
• Identify growth signals and route upsell/cross-sell opportunities to Sales; maintain renewal forecasts and dashboards.

Skills

Digital Customer Success

CRM workflows

Customer campaigns

Analytical skills

Clear writing

Cross-functional coordination

English

Swiss German

Tools

HubSpot

Power BI

Job description

Matrix42 is seeking a Digital Customer Success professional to build and optimize journeys that boost adoption, retention, and growth across onboarding, renewal, and expansion. You will craft customer communications with Marketing, Product, Support and partners and design CRM workflows to trigger timely actions based on lifecycle signals.

The role emphasizes a commercial mindset, strong analytics, and clear, customer-facing writing in English and Swiss German.