Customer Success Operations Analyst, Foleon
2-3 days a week in office
Content creation platform
Be an early applicant
Content creation platform
101-200 employees
Be an early applicant
2-3 days a week in office
101-200 employees
Company mission
To empower companies to create content that counts.
Role
Who you are
- A data-driven mindset with excellent reporting skills
- High agency & proactivity: A self-starter who identifies areas for improvement and takes action without needing a detailed roadmap
- Ability to conduct sophisticated and creative analysis of complex data and translate the results into actionable messages
- Problem-solving excellence: You are a detail-oriented thinker who looks for the root cause of issues and builds scalable, long-term solutions
- Accountability: You take pride in the accuracy of your work and the tangible business impact of your recommendations
- 3+ years of experience in CS Operations or Revenue Operations (preferably) within a B2B SaaS environment
- Proven track record of driving operational improvements that resulted in increased retention or efficiency
- Advanced proficiency in Customer Success platforms (e.g., ChurnZero, Vitally, Gainsight) and CRM systems (HubSpot/Salesforce)
- Analytical power-user: Strong proficiency in BI tools (e.g., ThoughtSpot, Looker) and advanced Excel (SQL skills are a plus)
- Experienced in Customer Segmentation, performing cohort analysis to uncover behavioral trends and performance gaps across different stages of the customer lifecycle
- Communication: Exceptional written and verbal English skills (dutch optional), with the confidence to present to and challenge leadership
What the job involves
- Reporting to the Head of Revenue Operations, you will be the engine behind our Post-Sales organization
- You won't just turn data into insights; you will turn insights into actionable strategies that steer decision-making and accelerate Foleon’s growth
- Your focus is the entire customer lifecycle: engagement, health, risk mitigation, and expansion
- You will be a proactive partner to the Customer Success, Account Management, and Product teams, identifying growth opportunities and operational bottlenecks independently
- We are looking for a builder who takes full ownership of data quality and process design to create a world-class, predictive CS organization
- KPI Ownership: Design and maintain a sophisticated reporting structure for CS KPIs (NRR, GRR, Churn, etc.), moving beyond what happened to what will happen through predictive forecasting
- Business Insights: Independently perform deep-dive analyses to uncover trends in revenue leak or expansion potential, including product adoption characteristics. You don't just report the data; you present the "so-what" and the recommended next steps to leadership
- Process Architecture: Proactively identify friction points in the customer journey and design automated workflows or playbooks to solve them
- CS Tooling Lead: Act as the power user and architect for our CS platform (e.g., ChurnZero/Vitally), ensuring we leverage automation to maximize CSM productivity
- Data Strategy & Integrity: Own the end-to-end data flow between our CRM and CS tools. You are responsible for identifying data gaps and implementing systemic fixes to ensure a single source of truth
- Work cross-functionally with peers in GTM Strategy, Product, and Operations to incorporate their insight and align on key business initiatives, ensuring the voice of the customer is backed by analytics
- Capacity & Resource Planning: Provide data-backed recommendations on team scaling, book-of-business weight, and resource allocation to optimize performance
Our take
Creating ideal content takes time and is effort-intensive. This is where automating content creation processes can help streamline content creation, speeding up marketing efforts and saving teams time.
Taking advantage of this need is Foleon, a content creation platform. The platform provides B2B companies with an intuitive drag and drop editor and interactive "Foleon Doc" format, enabling them to create bespoke digital content experiences.
The company has amassed over 1,400 customers globally and published more than 50,000 content assets - a clear sign of the appetite for its offering. It continues to add new features to ensure its utility, including tools to help clients scale their content creation in the wake of rising demand and in 2024, was named by online software marketplace Tekpon as the best content marketing software for that year.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2021
$10.1m
SERIES C
Jul 2018
$5.5m
SERIES B
Total funding: $17m
Company benefits
- Remote/hybrid working options
- 25 paid days-off
- Growth opportunities
- Training budget
- Working from abroad
- Transport allowance
- Pension & medical services
- Pay for workout
- Apple gear
Company HQ
Bedrijventerrein Sloterdijk, Amsterdam, Netherlands
Leadership
Daan Reijnders
(Co-Founder & CEO)Co-founded Foleon in 2013, acting as its CEO ever since. Daan is also a Member of the Board Of Advisors for PressPage as of January 2022.
Joost Galama
(Co-Founder & CTO)Co-founded Foleon in 2013, acting as its CTO ever since. Joost also has experience as the Co-founder and Owner of Mediafest, and was Owner of Joost Media.
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