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 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 program 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 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 personalized 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**: 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.
- ** 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. Prioritize 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 ke