VP, Customer Success

Algolia

2d•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. Open to candidate based in Eastern / Central Time only. At Algolia, we are passionate about our customers and the outcomes they achieve with our platform. We’re searching for a Vice President of Customer Success to lead our global Customer Success organization and shape the future of how Algolia delivers value to customers around the world. This is a high-impact role responsible for strategy, operations, leadership, and global customer outcomes. You will oversee global CSM teams across the Americas, EMEA, and APAC, drive cross-functional alignment with Sales, Services, Product, Engineering, and Support, and serve as an executive sponsor for some of Algolia’s largest and most strategic customers. You will be accountable for global retention, expansion, customer health, and the development of scalable, world-class customer success programs. We’re looking for a visionary, customer-obsessed leader with deep operational excellence, a strong strategic mindset, and extensive experience building and scaling global organizations. You bring 15+ years of SaaS customer success experience, with at least a decade in senior leadership roles managing multi-regional teams. You’re energized by building diverse, high-performing teams and thrive in an environment where you can innovate, influence, and drive change. Are you ready for the challenge?

Requirements

15+ years of experience in Customer Success, Account Management, or related SaaS leadership roles.
10+ years leading global teams and leaders of leaders.
Demonstrated ability to scale organizations across multiple regions (AMER and EMEA)
Experience supporting enterprise customers with complex, API-driven products
Strong executive communication, influence, and relationship-building skills.
Deep operational expertise, including forecasting and KPI design.
Fluency in English; additional languages are highly valued

Responsibilities

Global Leadership & Organizational Strategy
Provide leadership to a global Customer Success Management organization, setting the long-term vision and strategy.
Lead, inspire, and scale regional CSM leaders and teams across the Americas, EMEA, and APAC.
Develop a global operating model balancing consistency with regional nuance.
Build a culture grounded in accountability, measurable impact, and customer-centricity.
Driving Worldwide Customer Outcomes
Be responsible for global retention, Net Revenue Retention (NRR), and customer health metrics.
Act as executive sponsor for top strategic global customers.
Define global programs that drive customer maturity, product adoption, and measurable ROI.
Oversee customer journey frameworks ensuring seamless experiences across lifecycle stages.
Cross-Functional Alignment & Strategic Influence
Partner with global Sales leadership on account strategies, renewal and expansion priorities.
Work with Product & Engineering to deliver structured customer insights for roadmap decisions.
Collaborate across Support, Customer Solutions, and Services for an integrated customer experience.
Represent customer perspectives at leadership level.
Operational Excellence at Scale
Establish global KPIs, forecasting models, playbooks, and operating rhythms.
Lead global workforce planning, hiring, and leadership development.
Oversee escalations worldwide ensuring rapid, customer-centric resolutions.
Analyze churn and renewal trends across markets to continuously refine global strategy.