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

Your mission

Help our largest customers turn business outcomes into lasting growth.

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 commercially driven, customer-facing Customer Success organization that adds measurable business value and takes clear ownership of customer relationships and outcomes. Our three main objectives are:
 

• Value realisation and adoption: Help customers adopt our solutions and achieve measurable business outcomes.
• Proactive renewal management: Anticipate renewals and secure customer retention.
• Growth creation: Turn customer value into expansion through close collaboration with Sales and partners.

 
YOUR MISSION      
 
 You will be the accountable Customer Success owner for a portfolio of large customers, leading customer engagement, value realisation, renewal management and growth creation. You will own gross revenue retention (GRR) for your portfolio and be accountable for a measurable contribution to net revenue retention (NRR) through contract value growth at renewal and the expansion opportunities you identify for Sales.
 
What you will do:
Drive value realisation and adoption through strong relationships

• Identify the people who can and want to grow with Matrix42. Map decision makers, budget holders, executive sponsors, champions, and other key stakeholders across relevant functions and business units. 
• Translate customer objectives into joint success plans with measurable outcomes, clear owners, and dated milestones. Connect adoption to the business value customers expect.
• Lead business and executive reviews that demonstrate progress, validate value, and agree the next stage of the customer roadmap. Tailor engagement to each account’s complexity and potential.
• Own customer follow-through while coordinating partners, Professional Services, Support, and Product to remove barriers to adoption and deliver agreed milestones
• Work with partners, Support, and Professional Services to address barriers to value and ensure clear ownership of follow-up actions. 

Own proactive renewal management and growth creation

• Own renewals for your accounts, engaging stakeholders early and securing successful renewal outcomes.
• Personally lead pricing and contract discussions with your customers.
• Monitor customer health, adoption, and engagement to identify risks and implement mitigation plans.
• Work closely with Sales, partners, Support, and Professional Services to address barriers to customer success and strengthen retention.
• Act as the single point of contact for your customers during escalations.
• Identify opportunities for upsell, cross-sell, and broader adoption based on customer needs and demonstrated value.
• Develop a clear business case for each opportunity and hand it over to Sales, who own the deal.
• Represent the customer's voice internally.
• Maintain accurate customer records, renewal forecasts, success plans, and next steps in our CRM and business systems.

How we measure success
 Portfolio GRR and NRR. Adoption and lifecycle engagement, renewal management and growth creation.

Your profile

MUST HAVES

• At least 5 years of relevant experience in Customer Success, Account Management, Consulting, or a comparable role with enterprise software customers.
• A 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, with a structured approach to renewal and risk management.
• The 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 HAVE

• Knowledge of IT management, IT service managemen