Customer Success Manager Digital - Switzerland & Austria (m/f/d)

About the Position

Customer Success Manager Digital - Switzerland & Austria (m/f/d)

Matrix42 is seeking a Customer Success Manager Digital for Switzerland & Austria to manage customer journeys, improve retention, and drive growth.

Location: Remote (Schweiz), Rothenburg

Employment Type: Full-time

Date Posted: 2026-10-16

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.

Responsibilities

Build and improve digital customer journeys

• Design, 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 program effectiveness.

Drive reliable renewals

• Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals. Build workflows around contractual notice deadlines.
• Own communication of pricing and contract changes across the segment, combining personalized outreach with scalable programs.
• Monitor risk and renewal exceptions. Manage targeted human intervention with the appropriate CS, Sales, Support, or partner teams.
• Identify growth signals and route qualified strategic upsell and cross-sell opportunities to Sales.
• Maintain segment renewal forecasts and program dashboards, using CRM and analytics to connect activities with retention and growth.

Requirements

MUST HAVES

• At least 3 years of relevant experience in Digital Customer Success, Customer Operations, customer lifecycle marketing, renewal operations, or a comparable SaaS or enterprise software role.
• Hands-on experience building customer campaigns, CRM workflows, or automated lifecycle programs, with evidence of measurable results.
• A commercial mindset: you connect customer engagement and adoption with retention, renewals, and growth.
• Strong analytical skills and confidence using customer, contract, and engagement data to prioritize improvements.
• Clear customer-facing writing and communication skills, with the ability to make complex topics easy to act on.
• The ability to coordinate Marketing, RevOps, Sales, Support, and partners and manage multiple program improvements in parallel.
• Fluency in English and (Swiss) German.

NICE TO HAVE

• Experience with HubSpot, Power BI, customer health frameworks, or product usage analytics.
• Experience with AI-enabled engagement, self-service programs, or testing and optimizing digital journeys.
• Knowledge of subscription renewals, partner-led customer models, or IT and enterprise service management.

We Offer

• Work from (almost) anywhere – Want to change your scenery? Go on a workation and take your job with you.
• 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 to your community or support a cause you care about.

Hybrid work is a natural part of how we operate, but we also believe in the power of coming together. That’s why we regularly connect in the office - whenever it makes sense.

About the 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 seamlessly-driving 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 mindset-because 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

Together, these values define our high-performance culture-one that is customer-centric, growth-minded, and built on collaboration. We support your personal and professional development through clear goals, continuous feedback, and opportunities to grow, helping you reach your full potential.

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.

Application Process

Send us your application IN 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 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.