Customer Success Manager

Summary

Join Algolia's Customer Success team as a Customer Success Manager supporting the growing LATAM customer base. You will be a dedicated customer advocate, building strong relationships, solving issues, and driving customer success. Responsibilities include onboarding, training, providing recommendations, maximizing product adoption, and identifying churn risks. Close collaboration with Account Executives and Solutions Architects is essential. The ideal candidate possesses 2-3 years of relevant experience in customer success or a related field within a SaaS business, strong communication skills, and the ability to manage customer engagements effectively. Algolia offers a flexible remote work model, emphasizing individual impact and contribution.

Requirements

• 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
• Located in Australia
• 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 prioritize 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
• Document and clearly articulate the Return on Investment driven by our solution
• 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

Benefits

• #LI-Remote
• 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
• We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world