Digital Customer Success Manager — Remote Growth & Renewals

Matrix42 Denmark ApS; United States; Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Great coffee

30 vacation days

Flexible hours

Hybrid and remote work

Up to 6 extra days off per year for my

Social Day

Job summary

Matrix42 is expanding its global Customer Success organization to drive adoption, retention and growth across digital journeys. You will own lifecycle programs for a broad segment, blending automation, data, and commercial ownership to deliver measurable outcomes.

You will collaborate with Marketing, Product, Support and RevOps to design journeys, launch campaigns, improve CRM workflows, monitor renewals, and identify upsell opportunities.

Qualifications

• At least 3 years of relevant 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 programes, with evidence of 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 programe improvements in parallel.
• Fluency in English and (Swiss) German.
• Experience with HubSpot, Power BI, customer health frameworks, or product usage analytics.
• Experience with AI-enabled engagement, self-service programes, or testing and optimizing digital journeys.
• Knowledge of subscription renewals, partner-led customer models, or IT and enterprise service management.

Responsibilities

• Build digital customer journeys that improve adoption, retention and growth.
• Own the performance of lifecycle programs with segment GRR and a measurable contribution to NRR.
• Design, launch, and improve digital 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 stage, product, usage, and customer needs so communications are timely and useful.
• Work with RevOps and CS Operations to implement CRM workflows, improve contact and contract data, and connect customer signals to actionable triggers.
• Test messages, timing, and journey steps.
• Use engagement, adoption, and commercial results to improve programe effectiveness.
• Drive reliable renewals with a repeatable digital renewal process and dashboards.
• Identify growth signals and route qualified upsell and cross-sell opportunities to Sales.

Skills

CRM workflows

Customer campaigns

Lifecycle marketing

Commercial mindset

Data analysis

Communication skills

Cross-functional coordination

English fluency

German language

HubSpot

Power BI

AI-enabled engagement

Self-service programs

A/B testing

Subscription renewals

Partner-led models

ITSM

Tools

HubSpot

Power BI

Job description

Matrix42 is expanding its global Customer Success organization to drive adoption, retention and growth across digital journeys. You will own lifecycle programs for a broad segment, blending automation, data, and commercial ownership to deliver measurable outcomes.

You will collaborate with Marketing, Product, Support and RevOps to design journeys, launch campaigns, improve CRM workflows, monitor renewals, and identify upsell opportunities.