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Customer Success Manager Digital Germany (mfd)
Job Location:
Job Location:
Frankfurt am Main - Germany
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
18 October 2026 (3 days ago)
Posted:
Application Deadline:
15 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Your mission
Build digital customer journeys that improve adoption retention and 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 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
You will manage customer outcomes across our digital customer segment through automated lifecycle programes one-to-many engagement and renewal workflows. You will own the performance of these programes with accountability for segment gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR). This role operates across the segment rather than through a traditional named-account portfolio combining commercial judgement customer communication and hands-on programe development.
What you will do:
Build and improve digital customer journeys
Segment GRR and NRR. Adoption and lifecycle engagement through digital programes renewal forecast accuracy and qualified growth opportunities.
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
You will manage customer outcomes across our digital customer segment through automated lifecycle programes one-to-many engagement and renewal workflows. You will own the performance of these programes with accountability for segment gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR). This role operates across the segment rather than through a traditional named-account portfolio combining commercial judgement customer communication and hands-on programe development.
What you will do:
Build and improve digital customer journeys
- Design launch and improve digital journeys covering onboarding adoption value realization renewal and growth with clear objectives and triggers at each stage.
- Create relevant customer communications educational campaigns and self-service content together with Marketing Product Support and partners.
- Segment audiences by lifecycle stage product usage and customer needs so communications are timely and useful.
- Work with RevOps and CS Operations to implement CRM workflows improve contact and contract data and connect customer signals to actionable triggers.
- Test messages timing and journey steps. Use engagement adoption and commercial results to improve programe effectiveness.
- Own a repeatable digital renewal process with early reminders clear customer actions and visibility of upcoming renewals. Build workflows around contractual notice deadlines.
- Own communication of pricing and contract changes across the segment combining personalized outreach with scalable programes.
- Monitor risk and renewal exceptions. Manage targeted human intervention with the appropriate CS Sales Support or partner teams.
- Identify growth signals and route qualified strategic upsell and cross-sell opportunities to Sales.
- Maintain segment renewal forecasts and programe dashboards using CRM and analytics to connect activities with retention and growth.
Segment GRR and NRR. Adoption and lifecycle engagement through digital programes renewal forecast accuracy and qualified growth opportunities.
Your profile
MUST HAVE:
- At least 3 years of relevant experience in Digital Customer Success Customer Operations customer lifecycle marketing renewal operations or a comparable SaaS or enterprise software role.
- Hands-on experience building customer campaigns CRM workflows or automated lifecycle programes with evidence of measurable results.
- A commercial mindset: you connect customer engagement and adoption with retention renewals and growth.
- Strong analytical skills and confidence using customer contract and engagement data to prioritize improvements.
- Clear customer-facing writing and communication skills with the ability to make complex topics easy to act on.
- The ability to coordinate Marketing RevOps Sales Support and partners and manage multiple programe improvements in parallel.
- Fluency in English and German.
NICE TO HAVE
- Experience with HubSpot Power BI customer health frameworks or product usage analytics.
- Experience with AI-enabled engagement self-service programes or testing and optimizing digital journeys.
- Knowledge of subscription renewals partner-led customer models or IT and enterprise service management.
Why us
You will help establish our digital Customer Success approach and shape programes that reach customers across markets. This role offers the opportunity to combine customer insight automation and commercial ownership working closely with the teams building our CS systems and ways of working.
Our Benefits
We could tell you about the 30 vacation days or that self-managed flexible hours and remote work are part of the deal. But honestly Thats just standard.
Heres what makes working with us extra special:
And thats 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.
Heres what makes working with us extra special:
- Work from (almost) anywhere Take your job with you on a workation and get inspired by new places.
- 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: volunteer support a cause or attend an environmental event.
- Bike leasing Stay fit and sustainable. Well handle the contract and insurance.
- Pick your perk Choose the benefit that fits your life best: fitness membership public transport pass retirement plan or a monthly bonus.
And thats 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
Send us your applicationIN 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 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.
About us
We are the European choice in intelligent service management built on trust powered by people!
At Matrix42 we empower organizations to digitalize and automate their everyday work. With our platform customers manage IT and business processes assets endpoints and identities seamlesslydriving productivity agility security and a better employee experience. Through integrated solutions and automation we enable modern digital workplaces and true self-service.
Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.
Our culture is built on a strong value-based performance mindsetbecause success is not just about what we achieve but how we achieve it. Guided by our four core values we bring our vision to life every day:
We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals regardless of gender age disability ethnic or social origin religion or belief sexual orientation or identity.
At Matrix42 we empower organizations to digitalize and automate their everyday work. With our platform customers manage IT and business processes assets endpoints and identities seamlesslydriving productivity agility security and a better employee experience. Through integrated solutions and automation we enable modern digital workplaces and true self-service.
Join a diverse team of over 600 professionals across Europe who are shaping the future of service management every day.
Our culture is built on a strong value-based performance mindsetbecause success is not just about what we achieve but how we achieve it. Guided by our four core values we bring our vision to life every day:
- We love customers we put customer success at the heart of everything we do
- Make it happen we take ownership act with speed and turn ideas into impact
- Better every day we continuously learn improve and push boundaries
- With respect we collaborate with trust openness and appreciation for each other
We are committed to building an inclusive and diverse workplace where everyone feels valued and empowered. We welcome applications from all individuals regardless of gender age disability ethnic or social origin religion or belief sexual orientation or identity.
Required Experience:
IC
About Company
We are the European choice in intelligent service management – built on trust, powered by people! At Matrix42, we empower organizations to digitalize and automate their everyday work. With our platform, customers manage IT and business processes, assets, endpoints, and identities seam ... View more
