Customer Success Manager Digital - Germany (m/f/d)

Matrix42

6d • Hybrid

About The Position

Matrix42 is establishing a global, company-wide Customer Success organization focused on business value and commercial outcomes. The Customer Success Manager Digital will manage outcomes across the digital customer segment through automated lifecycle programs, one-to-many engagement, and renewal workflows. The role owns program performance and is accountable for segment gross revenue retention (GRR), with a measurable contribution to net revenue retention (NRR). It works across the segment rather than with a traditional named-account portfolio, combining commercial judgment, customer communication, and hands-on program development.

The role designs and improves digital customer journeys for onboarding, adoption, value realization, renewal, and growth. It creates customer communications, educational campaigns, and self-service content with Marketing, Product, Support, and partners, and segments audiences using lifecycle stage, product, usage, and customer needs. It also works with RevOps and CS Operations on CRM workflows, contact and contract data, customer signals, and actionable triggers. Engagement, adoption, and commercial results are used to test and improve program effectiveness.

The position owns a repeatable digital renewal process, including early reminders, clear customer actions, visibility into upcoming renewals, and workflows based on contractual notice deadlines. It communicates pricing and contract changes across the segment, monitors renewal risks and exceptions, and coordinates targeted human intervention with CS, Sales, Support, or partner teams. It identifies growth signals and routes qualified strategic upsell and cross-sell opportunities to Sales. Segment renewal forecasts and program dashboards connect activities with retention and growth.

Success is measured by segment GRR and NRR, adoption and lifecycle engagement through digital programs, renewal forecast accuracy, and qualified growth opportunities. The role helps establish Matrix42’s digital Customer Success approach and works closely with teams building CS systems and ways of working.

Requirements

• 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 programs, with evidence of measurable results.
• A commercial mindset and ability to 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, including the ability to make complex topics easy to act on.
• Ability to coordinate Marketing, RevOps, Sales, Support, and partners and manage multiple program improvements in parallel.
• Fluency in English and German.

Nice To Haves

• Experience with HubSpot, Power BI, customer health frameworks, or product usage analytics.
• Experience with AI-enabled engagement, self-service programs, or testing and optimizing digital journeys.
• Knowledge of subscription renewals, partner-led customer models, or IT and enterprise service management.

Responsibilities

• Design, launch, and improve digital journeys covering onboarding, adoption, value realization, renewal, and growth, with objectives and triggers at each stage.
• Create customer communications, educational campaigns, and self-service content in collaboration with Marketing, Product, Support, and partners.
• Segment audiences by lifecycle stage, product, usage, and customer needs.
• 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, using engagement, adoption, and commercial results to improve program effectiveness.
• Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals.
• Build renewal workflows around contractual notice deadlines.
• Own communication of pricing and contract changes across the segment through personalized outreach and scalable programs.
• Monitor renewal risk and exceptions, and coordinate targeted human intervention with 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 program dashboards, connecting activities with retention and growth through CRM and analytics.

Benefits

• 30 vacation days.
• Self-managed, flexible hours.
• Remote work and the option to work from almost anywhere, including workations.
• A career framework supporting professional and personal growth, with up to 6 extra days off per year for development.
• One paid Social Day per year for volunteering, supporting a cause, or attending an environmental event.
• Bike leasing, including contract and insurance.
• Choice of a fitness membership, public transport pass, retirement plan, or monthly bonus.
• Hybrid work with regular opportunities to connect in the office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed