Customer Success Manager Strategic Accounts - Finland (m/f/d)
About this role
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:
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.
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.
Responsibilities
- 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 account's complexity and potential.
- Own customer follow-through while coordinating partners, Professional Services, Support, and Product to remove barriers to adoption and deliver agree