Customer Success Manager Scaled Accounts France (mfd)

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 ourCustomer 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 100150 named customers combining targeted personal engagement with repeatable programmes and digital touchpoints. You will be accountable for your portfolios 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 customers 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.