Customer Success Manager Digital - Finland (m/f/d)
About this role
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.
Responsibilities
- Build and improve digital customer journeysDesign, 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.
- Drive reliable renewalsOwn a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals. Build wor