Customer Success Manager

Summary

Join Algolia as a Customer Success Manager and contribute to the growth of our AMER customer base. You will be responsible for onboarding, adoption, retention, and overall success of our customers, leading user enablement through product trainings, and collaborating with Solutions Architects to guide customers through their Algolia implementation. You will also provide proactive recommendations for platform optimization, maximize product feature adoption, document the return on investment driven by our solution, identify and mitigate churn risk, and expand partnerships with customers. Additionally, you will analyze lost accounts, identify reasons for churn, and develop strategies for customer win-back. You will ensure timely resolution of account issues, act as the voice of the customer, provide internal feedback, track key account metrics, and forecast retention.

Requirements

• 2 - 3+ years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
• Located in United States
• 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

• Remote US: On-Target Earnings Pay Range $109,500 — $128,000 USD
• 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 many of our team members have the autonomy to choose where they want to work and when
• While we have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest, we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees
• Please note that positions listed as "Remote" are only available for remote work within the specified country
• Positions listed within a specific city are only available in that location - depending on the nature of the role it may be available with either a hybrid-remote or in-office schedule