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Customer Success Programs Manager

Posted 24 Mar 2024
Work experience
3 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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As an integral part of the Customer Success team, you will have a unique opportunity to impact our customers and Foleon by building programs to scale our Customer Success expertise. You build a scaled tech touch journey consisting of key value moments to support our customers successfully adopt and drive value from the Foleon platform.

Your Mission

Your primary objective is to ensure our tech touch customers are (more) successful. You will build programs that empower our customers to adopt and master the Foleon platform through scaled programs. These programs should help our customers to become self-sufficient and impact our key KPI’s:

  • Customer Health
  • Retention
  • Expansion
  • NPS
  • Time to value

Your programs should not only help our tech touch customers but will be more widely applicable to our entire customer base.

Your Job

  • Manage our at scale book of business
  • Ownership of our Customer Success product - Vitally
  • Working closely with Marketing, Product and Sales to build Customer Success Programs
  • Own one to many programs that proactively guide customers through the Foleon post sales customer journey
  • Partner with Customer Marketing to drive nurture campaigns to effectively drive product adoption, customer maturity, and expansion
  • Develop new channels and strategies to reach customers at scale
  • Analyze customer data to ensure a deep understanding of our customer base
  • Report on trends that you find and then implement risks and opportunity flags to proactively intervene
  • Operationalize Customer Success initiatives to drive team efficiency
  • Build processes and tools to support effective implementation and measurement of programs
  • Experiment with new ideas and tracking results through A/B testing

Your Competences & Skills

  • Customer centric
  • Analytical
  • Work independent
  • Process focused
  • Results driven
  • Collaborator

Your Qualifications

  • 3+ years of experience developing adoption, retention or growth marketing programs and campaigns
  • Able to analyse complex data and analytics to drive customer strategies and measure success, segmentation, and experimentation
  • Experience developing outreach programs to support the customer lifecycle, aligned to the broader customer success and marketing team efforts
  • Experience leading initiative from start to finish with an emphasis on the impact of each project increasing scope, efficiency, and quality
  • Proven track record scalable adoption strategies driving results
  • Experience working with customer marketing and marketing operations
  • Enjoy partnering cross-functionally to execute at a high level
  • A self-motivated, dedicated teammate with creative ideas to inspire customer adoption
  • You have a growth mindset and actively contribute to the culture, process, and procedure of the team
  • You are a creative problem solver
  • You have strong communication skills to create and convey success strategies and customer insights for internal and external partners

Foleon is een content creatie platform dat iedereen in staat stelt om interactieve content te maken, on brand. Geheel responsive, zonder developers.
In 2013 begonnen in Alkmaar met 2 man, inmiddels kantoren in Amsterdam, Londen & New York en een team van meer dan 100 fte. Onderhand dus geen ‘start-up’ meer, maar een internationale marktleider, met de vrijheid en ondernemersmentaliteit die past bij een innovatieve scale up!

Marketing & Communication
Amsterdam
Active in 3 countries
110 employees
50% men - 50% women
Average age is 31 years