Senior Customer Success and Support Manager

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
• 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
• 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 customer’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 “playground” to grow your skill set
• Volunteering Day: Empower Your Impact
• Bereavement Leave for Pets: Compassion Beyond Boundaries
• Training Opportunities
• Mental Health Support Services