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Digital Customer Success Manager
5 maanden geleden
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
