Customer Success Manager Scaled Accounts - Finland (m/f/d)
About this role
Your mission
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 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 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.
Responsibilities
- 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 portfolioSegment 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 be