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

Matrix42

6d • Hybrid

About The Position

Matrix42 is establishing a commercially driven, customer-facing Customer Success organization focused on delivering measurable business value and taking ownership of customer relationships and outcomes. The Customer Success Manager will own a portfolio of large strategic customers in Germany, leading engagement, value realization, adoption, renewal management, and growth creation. The role owns gross revenue retention (GRR) for its portfolio and contributes measurably to net revenue retention (NRR) through contract value growth and expansion opportunities identified for Sales.

The position combines strategic customer relationships with commercial impact. It works closely with Sales, partners, Professional Services, Support, and Product to help customers achieve their objectives, overcome adoption barriers, retain their business, and identify opportunities for broader adoption. The role represents the customer's voice internally and maintains accurate account information, renewal forecasts, success plans, and next steps in company systems.

Matrix42 describes itself as a European provider of intelligent service management, with a platform for digitalizing and automating IT and business processes, assets, endpoints, and identities. The company has more than 600 professionals across Europe.

Requirements

• At least 5 years of relevant experience in Customer Success, Account Management, Consulting, or a comparable role with enterprise software customers.
• Track record of protecting and growing customer revenue in complex accounts with multiple stakeholders.
• Confidence engaging executive stakeholders on business outcomes, investment priorities, value, and commercial considerations.
• Strong account planning, stakeholder mapping, presentation, and negotiation skills.
• Structured approach to renewal and risk management.
• Ability to coordinate cross-functional teams and partners, take ownership of customer outcomes, and help build new ways of working.
• Fluency in English and German.

Nice To Haves

• Knowledge of IT management, IT service management, or enterprise service management.
• Experience with partner-led customer relationships, multi-product adoption, or executive value reviews.
• Experience using CRM, customer health data, analytics, or AI-enabled tools to improve account management.

Responsibilities

• Own customer success for a portfolio of large customers, including engagement, value realization, renewal management, and growth creation.
• Own gross revenue retention for the portfolio and contribute measurably to net revenue retention.
• Map decision makers, budget holders, executive sponsors, champions, and other stakeholders across customer functions and business units.
• Translate customer objectives into joint success plans with measurable outcomes, clear owners, and dated milestones.
• Connect product adoption to expected customer business value.
• Lead business and executive reviews to demonstrate progress, validate value, and agree on the next stage of the customer roadmap.
• Tailor customer engagement to each account's complexity and potential.
• Coordinate partners, Professional Services, Support, and Product to remove adoption barriers, deliver milestones, and ensure follow-through.
• Own renewals, engage stakeholders early, and secure successful renewal outcomes.
• Personally lead pricing and contract discussions with customers.
• Monitor customer health, adoption, and engagement; identify risks and implement mitigation plans.
• Act as the single point of contact for customers during escalations.
• Identify upsell, cross-sell, and broader adoption opportunities based on customer needs and demonstrated value.
• Develop business cases for opportunities and hand them over to Sales, which owns the deals.
• Represent the customer's voice internally.
• Maintain accurate customer records, renewal forecasts, success plans, and next steps in CRM and business systems.

Benefits

• 30 vacation days.
• Self-managed, flexible hours.
• Remote work.
• Workation opportunities, subject to the company's 'almost anywhere' description.
• Career framework supporting professional and personal growth, with up to 6 extra development days off per year.
• 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.

What This Job Offers

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