Customer Success Manager - Algolia

Salary: Not Specified Location Type: Not Specified Employment Type: Not Specified

Position Overview

Algolia is seeking an all-star Customer Success Manager to join our growing Customer Success Team. This role is for a dedicated advocate with impeccable relationship management skills, who can lead issue resolution, drive maximum value and success for existing customers, inspire and sell the future of Algolia, encourage adoption and expansion, and build delightful, long-lasting relationships. You will collaborate closely with Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices, and act as the voice of the customer internally.

We are looking for resilient problem solvers who think outside the box and are not afraid to get their hands dirty. You should take ownership and be able to execute without defined processes or implicit direction. We seek candidates who elevate our teams, value and practice transparency, possess the humility to accept weaknesses, and continuously strive for personal and professional improvement.

Responsibilities

• Drive customer onboarding, adoption, retention, and overall success.
• Lead user enablement through product training.
• Partner with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation.
• Provide regular, proactive recommendations to optimize platform usage.
• Maximize product feature adoption to drive product value.
• Document and clearly articulate the Return on Investment (ROI) delivered by the solution.
• Identify at-risk accounts and proactively work to mitigate churn.
• Identify opportunities for partnership expansion with customers.
• Analyze lost accounts, identify churn reasons, and build strategies to win customers back.
• Ensure swift resolution of all account issues by leveraging cross-functional internal teams.
• Act as the voice of the customer, providing internal feedback on how Algolia can better serve them.
• 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 a highly technical product.
• Demonstrated ability to establish relationships, build credibility, present effectively, and communicate clearly at all organizational levels.
• Ability to set priorities, drive decisions, and achieve closure on recommendations and issues.
• Ability to influence others towards continuous improvement, both internally and externally.
• Proven 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 is designed to empower all Algolians to fulfill our mission of powering search and discovery with ease. We emphasize individual impact, contribution, and output over physical location. Algolia fosters a high-trust environment where many team members have the autonomy to choose where and when they work.

While we have a global presence with physical offices in Paris, NYC, London, Sydney, and Bucharest, we offer many team members the option to work remotely, either as fully remote or hybrid-remote employees.

Application Instructions

If you are interested in joining Algolia's Customer Success Team but do not see a suitable opportunity, please send us your resume. We will keep your information on file and reach out if a match becomes available.