Customer Success Manager

Summary

Join Algolia's growing team as a Customer Success Manager and become a dedicated advocate for our customers. You will drive customer onboarding, adoption, and retention, working closely with Account Executives and Solutions Architects. Responsibilities include leading user enablement, providing optimization recommendations, identifying churn risks, and expanding partnerships. You will act as the voice of the customer, providing internal feedback and tracking key account metrics. This role requires strong relationship management skills, excellent communication, and experience in customer success or a related field within a SaaS business. Algolia offers a flexible workplace model, empowering employees to choose where and when they work.

Requirements

• Fluency in English
• 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
• Experience working with a portfolio of accounts, supporting a highly technical product
• Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organization
• Ability to set priorities, drive decisions and get closure on recommendations and issues
• Ability to influence others towards continuous improvement, both internally and externally
• Experience successfully managing customer engagements to completion and customer satisfaction
• Excellent presentation, written and verbal communication skills
• Proven time management skills with the ability to prioritise tasks

Responsibilities

• Drive the on-boarding, adoption, retention and overall success of our customers
• Lead the enablement of our users by conducting product trainings
• Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
• Provide regular, proactive recommendations to optimize the use of our platform
• Maximize the adoption of our product features in order to maximize the value driven by our product
• Identify accounts that are likely to churn and work proactively to eliminate that risk
• Identify opportunities to expand our partnership with customers
• Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
• Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
• Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
• Track key account metrics and forecast retention

Preferred Qualifications

Second Language - French or Italian

Benefits

• Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease
• We place an emphasis on an individual’s impact, contribution, and output, over their physical location
• Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when