Customer Success Manager

Algolia

9d•Remote

About The Position

At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined. In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens. At Algolia, we are passionate about our customers so we’re looking for an all Customer Success Manager who is ready to join our team and help support our growing AMER customer base. We're looking for a strategic, relationship-focused Customer Success Manager who thrives in a fast-paced, customer-first environment. In this role, you’ll partner with our top-tier customers as their trusted advisor and business strategist, enabling them to fully leverage and expand the value of Algolia’s platform. You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally. We want resilient problem solvers who aren’t afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction. We're looking for candidates who raise the level of our teams. You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally. Are you ready for the challenge?

Requirements

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
Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization
Ability to set priorities, drive decisions and reach resolution 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

Nice To Haves

Bilingual French speaker
Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $100 - 200M+ ARR range, high growth, lots of change and building internal infrastructure).

Responsibilities

Drive the adoption, value realization, retention and overall success of our customers
Build trusted, consultative relationships with key stakeholders.
Coach customers to get the most out of Algolia by aligning with their objectives and KPIs.
Demonstrate and communicate Algolia’s value proposition and product capabilities.
Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps.
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
Document and clearly articulate the Return on Investment driven by our solution
Anticipate challenges, identify risks, and proactively present solutions
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