Customer Success Manager Scaled Accounts Austria; m​/f​/d

Deliver customer value and commercial impact across a broad portfolio.
Matrix
42 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 Matrix
42 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.

• 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.

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…