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

Matrix42

6d • Hybrid

About The Position

Matrix42 is establishing a global Customer Success organization focused on business value and commercial outcomes. The Customer Success Manager, Scaled Accounts will help customers achieve measurable business outcomes while driving retention and growth across a large portfolio. The role combines personal engagement with scalable customer success programs to help customers maximize the value of their Matrix42 investment.

The manager owns a portfolio of 100–150 named customers and is accountable for gross revenue retention (GRR), with a measurable contribution to net revenue retention (NRR) through license expansion and originated growth opportunities. The role prioritizes engagement according to value realization, retention, and growth potential, using both one-to-one and one-to-many approaches.

The position includes driving adoption and value, coordinating onboarding handovers, maintaining renewal forecasts and recovery plans, handling escalations, communicating pricing and contract changes, and qualifying growth opportunities. The manager collaborates with Sales, partners, Support, and Professional Services, while maintaining accurate CRM records and improving customer success playbooks and workflows. Success is measured by portfolio GRR and NRR, adoption and lifecycle engagement, renewal management, and growth creation.

Requirements

• At least 3 years of relevant 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 judgment and evidence of improving customer outcomes, retaining business, or identifying growth opportunities.
• 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 ability to coordinate action across Sales, partners, and customer-facing teams.
• Fluency in English and German.

Nice To Haves

• Experience delivering customer webinars, adoption campaigns, or other scalable customer success programs.
• Knowledge of IT Service Management (ITSM), Enterprise Service Management (ESM), Endpoint Management, or enterprise software environments.
• Experience working with channel, implementation, or strategic partners.

Responsibilities

• Own a portfolio of 100–150 named customers, combining targeted personal engagement with repeatable programs and digital touchpoints.
• Manage portfolio gross revenue retention (GRR) and contribute measurably to net revenue retention (NRR) through license expansion and originated growth opportunities.
• Segment and prioritize accounts according to 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.
• Engage customers through targeted conversations, selective business reviews, webinars, adoption campaigns, and best-practice sessions.
• Use customer data and health signals to prioritize activity and help improve health scoring and portfolio visibility.
• Work with partners, Support, and Professional Services to address barriers to value and ensure follow-up actions have clear ownership.
• Maintain a reliable renewal process, keeping renewal intent, risks, actions, and forecasts current.
• Own retention risks and recovery plans, coordinating relevant colleagues and partners.
• Act as the customer’s point of contact during escalations.
• Manage license increases within agreed commercial responsibilities and approval processes.
• Communicate pricing and contract changes directly to customers.
• Identify and qualify growth opportunities based on customer goals and adoption signals.
• Engage Sales on strategic upsell and cross-sell opportunities and flag customers requiring more intensive coverage.
• Maintain accurate CRM records and improve repeatable playbooks, digital touchpoints, and renewal workflows across the Customer Success team.

Benefits

• 30 vacation days.
• Self-managed, flexible hours.
• Remote work and the possibility to work from almost anywhere, including workations.
• 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 perk: fitness membership, public transport pass, retirement plan, or monthly bonus.
• Hybrid work with regular office gatherings when appropriate. Benefits and perks may vary depending on location and local employment regulations.

What This Job Offers

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