Remote Senior Customer Success and Support Manager

Summary

Join our expanding team as a Senior Customer Success and Support Manager to lead the development and success of key customers, guiding them from the sales stage to ongoing support. As the creators of Matomo, we empower users with full data control and built-in privacy.

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

Responsibilities

• Lead the development and success of key customers, guiding them from the sales stage to ongoing support
• 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

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