Manager, Customer Success

Algolia

6d•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’re passionate about our customers and we’re looking for an exceptional leader to support our growing AMER customer base. As Manager of Customer Success, you will mentor, coach, and lead a team of Customer Success Managers who partner with our most strategic Enterprise customers. Your team will drive value across the customer journey, increase maturity and feature adoption, and help build repeatable playbooks that fuel customer success at scale. In this role, you’ll empower your team to own customer outcomes: resolving issues, maximizing value, driving adoption and expansion, supporting renewals, and strengthening long-term relationships. You’ll bring strong account management expertise, sharp business acumen, and the ability to quickly understand and advise on customer needs. You will collaborate closely with Sales, Technical Account Management, and Product to ensure customers achieve their goals and to represent their voice internally. We’re seeking a hands-on, innovative manager who can elevate the team, operate with ownership in an evolving environment, and isn’t afraid to build and refine processes as we grow. You value transparency, embrace continuous improvement, and strive to raise the bar for yourself and others. Are you ready for the challenge?

Requirements

5+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
Proven track record of managing and building customer success teams in SaaS or API companies
Experience managing customer portfolios at enterprise scale, including accounts with $100k-$1M+ annual contract values
Strong understanding of both consumption-based and infrastructure-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
Technical fluency and ability to navigate technical conversations, and coach teams on product capabilities across multiple offerings
Strong executive presence and ability to represent Algolia with customer technical and business leaders
Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
Track record of achieving team targets for adoption, retention and customer satisfaction
Passion for helping customers transform their businesses with cutting-edge technology

Responsibilities

Directly manage and develop a team of Customer Success Managers supporting high-touch accounts
Coach team members on customer success best practices, including change management and feature adoption, value realization, and strategic engagement
Drive team accountability on core CS metrics: proven value, engagement, feature adoption, strategic planning, customer health scores, retention, and customer satisfaction
Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies
Build and refine scalable CS processes including success planning frameworks, QBR templates, and retention mitigation playbooks
Partner closely with Sales to define renewal strategies, identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
Conduct regular 1:1s, performance reviews, and career development planning for direct reports
Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion opportunity definement
Serve as an escalation point for at-risk accounts and complex customer situations within your team's portfolio
Develop customer advocacy programs including case studies, testimonials, and reference participants