Senior Customer Success and Support Manager

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Matomo Logo

Matomo

๐Ÿ“Remote - Germany, France

Summary

Join InnoCraft as a Senior Customer Success and Support Manager and lead a team focused on high-revenue clients using Matomo, the leading open-source web analytics solution. You will be responsible for developing and executing success plans, ensuring customer satisfaction, and acting as a liaison between clients and internal teams. This fully remote position requires strong communication, product knowledge, and leadership skills. InnoCraft offers a flexible work environment, comprehensive benefits, and opportunities for professional growth. The ideal candidate possesses 5+ years of experience in customer success within B2B or SaaS environments and a Bachelor's degree in a related field. Fluency in English and either French or German is required.

Requirements

  • 5+ years of experience in Customer Success, particularly in B2B or SaaS environments
  • Bachelorโ€™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
  • Excellent verbal and written communication skills in English and French or German
  • Thorough understanding of online Marketing, website building and digital analytics
  • Strong skills in delivering presentations and training customers
  • Deep understanding of customer needs and challenges
  • Proven ability to build and sustain strong customer relationships, aligned with their business goals
  • Mentor and coach the Customer Success team, nurturing their skills and professional growth
  • 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
  • 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
  • Act on promises, delivering meaningful results
  • Prioritise driving value and fast-tracking customers' time to value

Responsibilities

  • 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
  • Mentor and guide the Customer Success and Support team, sharing best practices and fostering collaboration
  • Develop and execute success plans tailored to each customerโ€™s objectives, working closely with Sales and Marketing
  • Act as the point of escalation for customer issues, coordinating with internal teams to ensure timely resolution
  • Build and maintain strong, long-term relationships with key stakeholders
  • Analyse customer data to spot trends and suggest improvements, regularly reporting on key metrics
  • Ensure seamless onboarding of new customers, conducting training sessions to enable their success
  • Represent customer interests within the company, providing feedback to drive product development and enhancements
  • Monitor customer health and address concerns to reduce churn risks and maximise retention

Preferred Qualifications

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

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 โ€œplaygroundโ€ to grow your skill set
  • Volunteering Day: Empower Your Impact
  • Bereavement Leave for Pets: Compassion Beyond Boundaries
  • Training Opportunities
  • Mental Health Support Services
This job is filled or no longer available

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