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

Your mission Your profile Why us? Our Benefits Your contact person 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. - Recognize 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. About us We are the European choice in intelligent service management – built on trust, powered by people! At Matrix42, we empower organizations to digitalize and automate their everyday work. With our platform, customers manage IT and business processes, assets, endpoints, and identities seamlessly—driving productivity, agility, security, and a better employee experience. Through integrated solutions and automation, we enable modern digital workplaces and true self-service. Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day. Our culture is built on a strong, value-based performance mindset—because success is not just about what we achieve, but how we achieve it. Guided by our four core values, we bring our vision to life every day: - We love customers – we put customer success at the heart of everything we do - Make it happen – we take ownership, act with speed, and turn ideas into impact - Better every day – we continuously learn, improve, and push boundaries - With respect – we collaborate with trust, openness, and appreciation for each other Together, these values define our high-performance culture—one that is customer-centric, growth-minded, and built on collaboration. We support your personal and professional development through clear goals, continuous feedback, and opportunities to grow, helping you reach your full potential. We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals, regardless of gender, age, disability, ethnic or social origin, religion or belief, sexual orientation, or identity.