Customer Success Manager - Algolia

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

Algolia is seeking a passionate and dedicated Customer Success Manager to join our growing team. The ideal candidate will be an advocate for our customers, possessing strong relationship management skills, a proactive approach to problem-solving, and the ability to drive maximum value and success for existing clients. You will inspire customers, encourage product adoption and expansion, and build lasting relationships. Working closely with Account Executives and Solutions Architects, you will ensure customers achieve their business objectives, advise them on best practices, and serve as the voice of the customer internally.

We are looking for resilient problem solvers who think creatively and are not afraid to take initiative. You should be comfortable executing without pre-defined processes and possess the drive to elevate our team's performance. We value transparency, humility, and a continuous commitment to personal and professional growth.

Responsibilities

• Drive customer onboarding, adoption, retention, and overall success.
• Lead user enablement through product training.
• Collaborate with Solutions Architects to guide customers through implementation, including project management and technical requirements.
• Provide regular, proactive recommendations for platform optimization.
• Maximize product feature adoption to drive customer value.
• Document and articulate the Return on Investment (ROI) achieved through our solution.
• Identify at-risk accounts and proactively implement strategies to prevent churn.
• Identify opportunities for partnership expansion with existing customers.
• Analyze lost accounts, determine reasons for churn, and develop strategies for customer re-acquisition.
• Ensure prompt resolution of account issues by leveraging internal cross-functional teams.
• Act as the voice of the customer, providing internal feedback to enhance Algolia's offerings.
• Track key account metrics and forecast retention.

Requirements

• 2-3 years of relevant work experience in customer success, account management, digital consultancy, or project management, preferably within a SaaS business.
• Experience managing a portfolio of accounts and supporting highly technical products.
• Demonstrated ability to build relationships, establish credibility, present effectively, and communicate clearly at all organizational levels.
• Ability to prioritize, drive decision-making, and achieve closure on recommendations and issues.
• Proven ability to influence others towards continuous improvement, both internally and externally.
• Experience successfully managing customer engagements to completion with high customer satisfaction.
• Excellent presentation, written, and verbal communication skills.
• Proven time management skills with the ability to prioritize tasks effectively.

Algolia's Flexible Workplace Strategy

Algolia's flexible workplace model emphasizes individual impact, contribution, and output over physical location. We foster a high-trust environment where many team members have the autonomy to choose their work location and schedule.

While we have physical offices in Paris, NYC, London, Sydney, and Bucharest, we also offer many team members the option to work remotely, either as fully remote or hybrid-remote employees. Positions listed as "Remote" adhere to this policy.

Application Instructions

If you are interested in joining Algolia's Customer Success Team but do not see a current opening that matches your profile, please submit your resume. We will keep your information on file and contact you if a suitable opportunity arises.