Customer Success Operations Analyst

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.

Your Mission

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.

Your Job

• 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.

Your Competencies & Skills

• 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.

Your Qualifications

• 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 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 working: Work 2–3 days in the office and the rest where you feel most productive. Plus, receive a monthly WFH allowance.

• 🚆 Commuting covered: Not living in Amsterdam? We’ve got you. Get an NS Business Card or receive up to €400/month. Smooth travels!

• 💸 Pension program: You're not in this alone, we also contribute to your pension plan!

• 📚 Learning budget:You’ll get €500 each year to spend on courses, books, workshops, or anything that helps you grow.

• 🌴 25 holiday days + bonus days: You’ll get 25 paid days off, and if Christmas or New Year’s falls on a weekend, you get an extra day. + Special days off!

• 🗓️ Floating holidays for inclusivity: Celebrate what matters to you. Move up to 2 public holidays per year to align with your cultural or religious observances.

• 🌍 Work from abroad: 2 times a year, you can work from another country for up to 3 weeks.

• 🥗 Office lunch: We’ll cover part of the cost of lunch at the office twice a week.

• 💪🏼 Fitness support: Stay active with up to €25/month toward your workouts, whether you’re into spinning, lifting, or just stretching.

• 🚴🏼 Lease a bike: Need a new ride? Lease (e)bike for commuting or personal use at an affordable rate.

• 🧠 Mental health matters: We offer access to a mental health platform and professional counseling.

• ❤️ Volunteer day: Take a paid day off each year to give back and support a cause close to your heart.

• 🌟 Employee recognition program: Get the kudos you deserve through our recognition program.

Note: All our hiring is done in-house, so we’re not looking for agency support for this role. Thanks for understanding!