Customer Success Manager

Algolia is a pioneer and market leader in AI Search, empowering businesses to deliver fast and predictive search experiences. They are seeking a Customer Success Manager to support their growing AMER customer base, focusing on building relationships and ensuring customers maximize the value of Algolia's platform.

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

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
• 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)