Customer Success Manager

Your mission Build digital customer journeys that improve adoption, retention and growth. 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 You will manage customer outcomes across our digital customer segment through automated lifecycle programes, one-to-many engagement, and renewal workflows. You will own the performance of these programes, with accountability for segment gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR). This role operates across the segment rather than through a traditional named-account portfolio, combining commercial judgement, customer communication, and hands-on programe development. What you will do: Build and improve digital customer journeys Design, launch, and improve digital journeys covering onboarding, adoption, value realization, renewal, and growth, with clear objectives and triggers. Create relevant customer communications, educational campaigns, and self-service content together 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 Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals. Build workflows around contractual notice deadlines. Own communication of pricing and contract changes across the segment, combining personalized outreach with scalable programes. Monitor risk and renewal exceptions. Manage targeted human intervention with the appropriate CS, Sales, Support, or partner teams. Identify growth signals and route qualified strategic upsell and cross-sell opportunities to Sales. Maintain segment renewal forecasts and programe dashboards, using CRM and analytics to connect activities with retention and growth. How we measure success Segment GRR and NRR. Adoption and lifecycle engagement through digital programes, renewal forecast accuracy, and qualified growth opportunities. Your profile MUST HAVES 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 French. NICE TO HAVE 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. Why us? You will help establish our digital Customer Success approach and shape programes that reach customers across markets. This role offers the opportunity to combine customer insight, automation, and commercial ownership, working closely with the teams building our CS systems and ways of working. 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. Your contact person Send us your application IN ENGLISH, including your salary requirements and earliest possible starting date, directly through our online portal via the "Apply for this job" button. If you have any questions, please do not hesitate to contact Michaela Hutnanova. We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection regulations. We are an equal opportunity employer. We welcome applications from all genders and do not discriminate on the basis of gender, gender identity, age, disability, ethnic origin, religion or belief, or sexual orientation.