Customer Success Advocate

Summary

Join Algolia as a Customer Success Advocate (Renewals Manager) in the EMEA region, engaging with a portfolio of customers to enhance their Algolia adoption, identify growth opportunities, and manage the renewal process. You will proactively work with customers to understand their needs, negotiate win-win renewal strategies, and collaborate with cross-functional teams. This customer-centric role requires strong negotiation, account management, and communication skills. Success will be measured by on-time renewal rates, revenue retention, and achieving financial targets. The ideal candidate possesses 3+ years of SaaS experience, strong financial acumen, and the ability to manage a large number of accounts. Algolia offers a flexible workplace strategy, allowing for remote or hybrid work options.

Requirements

• 3+ years of experience of relevant experience at a SaaS/Software Company
• Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions for each of them with strong process management, negotiation skills, financial acumen, and ability to apply strict policies
• Ability to build relationships and collaborate closely with teammates
• Ability to react and adapt to potential rapid shifts in priorities and organisational policies
• Constantly looking to learn and improve
• Fluency in French
• Strong attention to detail and process-oriented
• Strong verbal and written communication skills

Responsibilities

• Own and execute a portfolio of renewal contracts in an assigned territory
• Ensure all renewals occur on time
• Identify growth opportunities and provide insights to the business that improve future business outcomes
• Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that maximise contract value while protecting and enhancing customer trust
• Own, drive and manage the renewal process with customers, including renewal quotes and renewal opportunities, in collaboration with Customer Success, Finance, Legal, Deal Desk and Sales teams to ensure all contracts are accurate
• Maximise account growth opportunities by playing an active role on the account team and helping to identify incremental opportunities upon contract renewal
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure (OTRR: On Time Renewal Rate & Revenue Retention will be a KPI)
• Provide Customer Success Management with complete visibility to renewals and solicit Algolia Leadership involvement as required
• Accurately maintain/update and provide renewal forecast of your territory and communicate any renewal risk to internal resources to develop resolution strategies
• Follow and adhere to best practices for all internal processes, including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
• Achieve financial and strategic targets for minimising attrition, positioning favourable terms, boosting incremental revenue via up-sells, cross-sells and add-ons, and maximising customer value
• Accurately forecast and manage pipeline on a monthly and quarterly basis

Preferred Qualifications

• Experience with an enterprise CRM or customer service application
• Experience with Salesforce CRM is a significant plus
• Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level
• Ability to manage transactions through every stage of the renewal cycle
• Experience in negotiating complex multi-year service contracts
• Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $50-200M ARR, high growth, lots of change and building internal infrastructure)

Benefits

• Flexible workplace strategy
• Remote work options
• Hybrid-remote work options