Customer Success Manager Scaled Accounts - Switzerland & Austria (m/f/d)

Job description

Your mission 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. Your profile MUST HAVES 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 judgement and evidence of improving customer outcomes, retaining business, or identifying growth opportunities. The 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 the ability to coordinate action across Sales, partners, and customer-facing teams. Fluency in English and (Swiss) German. NICE TO HAVE 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 Familiarity with customer health frameworks, customer success methodologies, workflow automation, or AI-driven customer engagement Experience using tools such as HubSpot, Salesforce, Gainsight, Totango, Planhat, or similar platforms Why us? This role offers the opportunity to help shape a growing global Customer Success organization while directly influencing customer outcomes, retention, and business growth. You will work closely with customers and cross-functional teams to build long-term partnerships and contribute to the success of the European choice in Intelligent Service Management. Our Benefits We could tell you about the great coffee, 30 vacation days, and flexible hours. Or that hybrid and remote work are part of the deal. But honestly? That’s just standard. Work from (almost) anywhere – Want to change your scenery? Go on a workation and take your job with you. 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 to your community or support a cause you care about. 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 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.