Senior Customer Success and Support Manager

Hello 👋

We are seeking a seasoned and self-motivated Senior Customer Success and Support Manager to join our expanding team, reporting to the Head of Customer Success and Support. Your focus will be on ensuring the success of our high-revenue, top-tier clients. As the creators of Matomo, the leading open-source web analytics solution, we empower users with full data control and built-in privacy. If you thrive on working with customers, enjoy building strong relationships, and excel in a dynamic role, this opportunity offers it all.

Our mission is to build a proactive, customer-centric success programme aligned with our core values, driving customer retention and scaling effectively to serve a broad spectrum of industries worldwide. As a Senior Customer Success Manager, you will play a pivotal role in our strategic growth, cultivating long-lasting relationships with key clients while acting as a bridge between them and our internal teams, including Product, Marketing, CX, Support, and Sales.

About InnoCraft and Matomo 📊

At InnoCraft, we offer analytics products and SaaS to enable our users to grow their business. We believe in openness, privacy and 100% data ownership. Our mission is to liberate analytics, and we are passionate about measuring for success. That’s why we created Matomo Analytics, the leading open-source analytics platform used on more than 1 million websites and apps in over 150 countries, available in more than 50 languages. The Matomo platform collects, stores and processes a lot of information: billions of data points each month. We create intuitive, simple and beautiful reports that delight our users.

We are a fully remote and our community is worldwide with a strong core in New Zealand, Europe and Canada!

At Matomo we are committed to:

• • Innovative Work Culture: Matomo fosters a culture of innovation and continuous learning, encouraging employees to explore new ideas and technologies to stay ahead in the analytics industry.

• • Global Team: Matomo’s diverse and inclusive team spans across the globe, offering a rich, multicultural work environment and the opportunity to collaborate with talented professionals from different backgrounds.

• • Flexible Work Environment: With a strong emphasis on work-life balance, Matomo provides flexible working hours and remote work options, allowing employees to achieve a healthy balance between their personal and professional lives.

The Role 🚀

• • Lead the development and success of key customers, guiding them from the sales stage to ongoing support. You will manage a team of at least 3 Customer Success and Support Managers.

• • Ensure that customers achieve success with Matomo products by providing continuous support and encouraging product adoption and engagement.

• • Serve as the link between sales, service, and the customer, ensuring a mutually beneficial relationship that fosters both customer success and company growth.

• • Focus on high-revenue accounts, providing personalised support to enhance customer satisfaction and retention.

About you ✨

Top 6 areas of expertise required for this role:

• • Communication
    • • Excellent verbal and written communication skills in English and French or German.
    • • Tailor communication to suit different audiences, presenting information clearly to customers and internal stakeholders.

• • Product Knowledge
    • • Thorough understanding of online Marketing, website building and digital analytics.
    • • Strong skills in delivering presentations and training customers.
    • • Proficient in data analysis and capable of generating insights from customer success metrics.

• • Passion for Customers
    • • Deep understanding of customer needs and challenges.
    • • Proven ability to build and sustain strong customer relationships, aligned with their business goals.

• • People Leadership
    • • Team Development: Mentor and coach the Customer Success team, nurturing their skills and professional growth.
    • • Performance Management: Set clear goals, conduct regular reviews, and provide feedback to ensure high performance.
    • • Foster open communication within the team and facilitate conflict resolution in alignment with the Head of People and Culture.
    • • Align team objectives with broader company goals and manage resources effectively.

• • Proactive Approach
    • • Forward-thinking problem solvers who can anticipate issues and take proactive action.
    • • Align customers’ long-term objectives with Matomo, developing success plans that create value.

• • Results Driven
    • • Act on promises, delivering meaningful results.
    • • Prioritise driving value and fast-tracking customers’ time to value.

Key Responsibilities 🎉

• • Team Leadership: Mentor and guide the Customer Success and Support team, sharing best practices and fostering collaboration.

• • Strategic Planning: Develop and execute success plans tailored to each customer’s objectives, working closely with Sales and Marketing.

• • Problem Resolution: Act as the point of escalation for customer issues, coordinating with internal teams to ensure timely resolution.

• • Relationship Management: Build and maintain strong, long-term relationships with key stakeholders.

• • Performance Tracking: Analyse customer data to spot trends and suggest improvements, regularly reporting on key metrics.

• • Onboarding and Implementation: Ensure seamless onboarding of new customers, conducting training sessions to enable their success.

• • Customer Advocacy: Represent customer interests within the company, providing feedback to drive product development and enhancements.

• • Retention: Monitor customer health and address concerns to reduce churn risks and maximise retention.

Minimum qualifications 🤓

• • 5+ years of experience in Customer Success, particularly in B2B or SaaS environments.

• • Bachelor’s degree in business, marketing, or a related field (MBA preferred).

• • Strong domain knowledge in the B2B tech industry and web analytics.

• • Proven experience in managing complex situations and successful customer negotiations.

• • Proficient in data analysis and capable of deriving actionable insights from metrics.

• • Hands-on experience with CRM tools (Hubspot, Help Scout) is a plus.

Location 🌎

• • 100% Remote work position (Must be based out of France or Germany)

Benefits 💪

• • Remote work (save many hours on commute, and save money)

• • Co-working space paid for and/or work from home

• • All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.)

• • Flexible hours

• • 25 days of paid holidays per year plus your national public holidays

• • Sick leave  

• • Health Insurance: Your Well-being, Our Priority

• • A huge “playground” to grow your skill set 

• • Volunteering Day: Empower Your Impact

• • Bereavement Leave for Pets: Compassion Beyond Boundaries

• • Training Opportunities

• • Mental Health Support Services

How do we interact working remotely? 💻

Remote working works really well here in Matomo. We use Slack as our main communication channel. We also have a 15 minute team daily huddle, a once a week team meeting, and a once a month company wide “All-Hands” meeting. Also, a regular one on one catch up with the Team Leader at least once a week. And we document all internal knowledge in our wiki.

Diversity and Inclusion 🤗

InnoCraft celebrates the things that make you, you! We are an inclusive employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status or disability. We actively seek diversity in our workplace and embrace individuals with unique backgrounds, perspectives, and abilities!

Come join our growing team that’s helping ensure a safer, more privacy-focused web/internet!