Senior Customer Success and Support Manager

<span>Hello 👋</span><br/>**Please apply with an english resume**<br/>We are seeking a seasoned and self-motivated <b>Senior Customer Success and Support Manager </b>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 <a href="https://matomo.org/" rel="noopener noreferrer">Matomo</a>, 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.<br/>Our mission is to build a proactive, customer-centric success programme 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.<br/><span>About InnoCraft and Matomo 📊</span><br/>At <a href="https://matomo.org/faq/new-to-piwik/who-is-innocraft/" rel="noopener noreferrer">InnoCraft</a>, 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.<br/>We are a fully remote and our community is worldwide with a strong core in New Zealand, Europe and Canada!<br/><b>At Matomo we are committed to:</b><br/>-   <b>Innovative Work Culture: </b>Matomo fosters a culture of innovation and continuous learning, encouraging employees to explore new ideas and technologies to stay ahead in the analytics industry.    -   <b>Global Team:</b> 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.    -   <b>Flexible Work Environment:</b> 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.<span>    </span><span>The Role 🚀</span><br/>-   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.<br/>-   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.    <span>About you ✨</span><br/>Top <b>6 areas of expertise </b>required for this role:<br/>-   <b>Communication</b>    -   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.        -   <b>Product Knowledge</b>    -   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.        -   <b>Passion for Customers</b>    -   Deep understanding of customer needs and challenges.    -   Proven ability to build and sustain strong customer relationships, aligned with their business goals.        -   <b>People Leadership</b>    -   Team Development: Mentor and coach the Customer Success team, nurturing their skills and professional growth.    -   Performance Management: 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.        -   <b>Proactive Approach</b>        -   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.        -   <b>Results Driven</b