Digital Customer Success Manager

Are you ready to make some history?!

Foleon is a leading content creation platform providing business teams with a fast and scalable way to produce highly-engaging content experiences that bring a new level of intelligence to their customer journeys.

Foleon is based in Amsterdam and New York and serves more than 1,200 global B2B brands.

We value people who are bold, ambitious, collaborative, and customer-centric. Even better, the ones who know how to work hard and have fun at the same time. We’re a team of highly driven people, with a great sense of human connection and a clear focus.

If you’re looking to build your career in a fast-growing international tech scale-up, you’re in the right place.

Your Mission

Making customers happy is great. But that’s not the goal, making them successful is what matters. Customer Success is vital to our long-term profitability. We won’t succeed unless our customers receive massive value from our product and become lifelong customers.

As such, we need a Digital Customer Success Manager (CSM), as part of the Customer Success Team, to drive success with our customers at scale. The role will be focused on more than 300 self-serve customers who are fundamental for our growth and future plans. You’ll report into the VP of Customer Success and you’ll take the lead in optimizing scale customer programs, educational programs, and expansion programs. Where needed you get in direct touch with the customers to make sure they get the most value out of the platform.

Your Job

• Manage roughly 300 accounts of small/mid-market size

• Build strong relationships at scale to understand customers’ needs and ensure their success with Foleon

• Engage 1:1 with targeted customers at key points in the lifecycle to ensure adoption, retention, and advocacy

• Leverage tools and technology to deliver value through 1 to many programs. For example through webinars

• Collaborate with Customer Marketing, Customer Education, and our CS Analyst to ensure customer learning at scale through (automated) email campaigns, live training webinars, and other support collateral

• Partner with the account management and support team on upsell, cross-sell, and expansion opportunities

• Track accounts to identify churn risk and work actively to eliminate that risk

• Maintain a deep understanding of the product and distribute your knowledge to customers about the most relevant features and functionalities for their specific business needs

• Represent the voice of the customer and provide internal feedback to influence the product roadmap

• Metrics you’ll influence are Gross Revenue Retention (GRR), Net Retention Revenue (NRR), onboarding time to value, and adoption metrics, such as the number of Foleon Docs created over time

Your Competencies & Skills

• Customer centricity

• Great at building relationships both internally and externally

• Able to influence through persuasion, negotiation, and consensus-building

• Proactive, entrepreneurial, and a self-starter to work independently

• Detail and solution-oriented

• Eager to learn and open to feedback
  

Your Qualifications

• 2 years of experience in a customer-facing role (B2B). Experience within a SaaS company is a plus

• Strong empathy for customers and a passion for revenue and growth

• High prioritization skills and an analytical and process-oriented mindset

• Can demonstrate a proactive approach to increase retention and expansion

• Excellent communication and presentation skills. Experience with hosting (digital) events is a plus

• Working proficiently in English, and Dutch is a plus

What you get:

• Be part of a top-tier team in the Content Creation scale-up.

• Collaborate with an adaptable and flexible group of individuals to benefit from collective growth.

• Embrace the variety of backgrounds and values that each individual brings to the table.

• A flexible workplace that offers a conducive atmosphere for productivity.

Perks:

• Hybrid way of working

• Company pension program

• Learning budget

• Transportation allowance

• 25 days holiday paid leave

• Working from abroad (6 weeks)

• Workout benefit

• Mental health online platform and counseling

• Volunteer day

• Apple gear

• Company events and more fun!