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Customer Success Manager Strategic Accounts Germany (mfd)
Job Location:
Job Location:
Frankfurt am Main - Germany
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
18 October 2026 (4 days ago)
Posted:
Application Deadline:
15 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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:
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
Portfolio GRR and NRR. Adoption and lifecycle engagement renewal management and growth creation.
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 accounts 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 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 customers voice internally.
- Maintain accurate customer records renewal forecasts success plans and next steps in our CRM and business systems.
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.
- 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
Why us
This is an opportunity to influence the success of some of our most important customers while helping establish our global CS approach. You will combine strategic customer relationships with tangible commercial impact supported by colleagues across Sales our partner ecosystem Product Support and Professional Services.
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
