Strategic Customer Success Manager, Scaled Accounts

Matrix42; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Matrix42 is seeking a Customer Success Manager for scaled accounts to drive measurable business outcomes, retention, and revenue growth across a large portfolio. You will combine personal engagement with scalable CS programs, managing renewals and adoption while identifying growth opportunities.

You will own 100-150 named customers, blending targeted outreach with digital touchpoints, and collaborate with Sales, delivery, and partners to ensure value realization and renewal success.

Qualifications

• At least 3 years of 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 (Swiss) German.

Responsibilities

• Own a portfolio of 100-150 named customers, combining targeted personal engagement with repeatable programmes and digital touchpoints.
• Be accountable for portfolio's gross revenue retention (GRR) and contribute to net revenue retention (NRR) through licence expansion and growth.
• Prioritize direct engagement where value realization is highest and coordinate onboarding handovers with Sales, delivery, and partners.
• Use customer data and health signals to improve health scoring and portfolio visibility as systems develop.
• Maintain CRM records and improve renewal workflows across the CS team.

Skills

Customer Success

Account Management

SaaS

Commercial mindset

Cross-functional collaboration

Tools

HubSpot

Salesforce

Gainsight

Totango

Planhat

Job description

Matrix42 is seeking a Customer Success Manager for scaled accounts to drive measurable business outcomes, retention, and revenue growth across a large portfolio. You will combine personal engagement with scalable CS programs, managing renewals and adoption while identifying growth opportunities.

You will own 100-150 named customers, blending targeted outreach with digital touchpoints, and collaborate with Sales, delivery, and partners to ensure value realization and renewal success.