Full-Time Senior Customer Success & Support Manager
Innocraft is hiring a remote Full-Time Senior Customer Success & Support Manager. The career level for this job opening is Senior Manager and is accepting France, Germany based applicants remotely. Read complete job description before applying.
Innocraft
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Please apply with an english resume
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.
At Matomo we are committed to:
- Innovative Work Culture
- Global Team
- Flexible Work Environment
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:
- Communication - Excellent verbal and written communication skills in English and French or German.
- Product Knowledge - Thorough understanding of online Marketing, website building, and digital analytics.
- 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.
- Proactive Approach - Forward-thinking problem solvers who can anticipate issues and take proactive action.
- Results Driven - Act on promises, delivering meaningful results.
Key Responsibilities:
- Team Leadership
- Strategic Planning
- Problem Resolution
- Relationship Management
- Performance Tracking
- Onboarding and Implementation
- Customer Advocacy
- 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
- Co-working space paid for and/or work from home
- All home office equipment paid for
- Flexible hours
- 25 days of paid holidays
- Sick leave
- Health Insurance
- Training Opportunities
- Mental Health Support Services