At Algolia, we are passionate about our customers so we're looking for an all-star Customer Success Manager who is ready to join our growing team. We need a dedicated advocate who possesses impeccable relationship management skills, can take the lead on solving issues, drive maximum value/success to existing customers, inspire and sell the future of Algolia, encourage adoption and expansion, all while building delightful and long-lasting relationships. 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?
YOUR ROLE WILL CONSIST OF: Drive the on-boarding, adoption, retention and overall success of our customersLead the enablement of our users by conducting product trainingsWork in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementationProvide regular, proactive recommendations to optimise the use of our platformMaximise the adoption of our product features in order to maximise the value driven by our productDocument and clearly articulate the Return on Investment driven by our solutionIdentify accounts that are likely to churn and work proactively to eliminate that riskIdentify opportunities to expand our partnership with customersAnalyse accounts that have been lost, identify reasons for churning and build a strategy to win customers backEnsure all account issues are quickly resolved, utilising resources from cross-functional teams internallyFunction as the voice of the customer and provide internal feedback on how Algolia can better serve themTrack key account metrics and forecast retentionYOU MIGHT BE A FIT IF YOU HAVE: Fluency in EnglishSecond Language - French or Italian beneficial2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS businessExperience working with a portfolio of accounts, supporting a highly technical productDemonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisationAbility to set priorities, drive decisions and get closure on recommendations and issuesAbility to influence others towards continuous improvement, both internally and externallyExperience successfully managing customer engagements to completion and customer satisfactionExcellent presentation, written and verbal communication skillsProven time management skills with the ability to prioritise tasksREMOTE STRATEGY: 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.
ABOUT US: Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers' lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
WHO WE'RE LOOKING FOR: We're looking for talented, passionate people to build the world's best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
READY TO APPLY?
If you share our values and our enthusiasm for building the world's best search & discovery technology, we'd love to review your application!
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