Customer Success Manager

About the role

Algolia is seeking a dedicated Customer Success Manager to advocate for our customers and drive value through relationship management. You will work closely with Account Executives and Solutions Architects to ensure customers achieve their business objectives while acting as the internal voice of the customer. This role requires a resilient problem solver who can take ownership and execute effectively in a fast-paced environment.

Responsibilities

• Drive and nurture post go-live customers by increasing adoption and value realisation leading to their success, retention and ultimately growth
• Lead the enablement of our users by conducting product trainings
• 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 optimise the use of our platform
• Maximise the adoption of our product features in order to maximise the value driven by our product
• Document and clearly articulate the Return on Investment driven by our solution
• Identify accounts that are likely at risk of churn and work proactively with AEs and Renewal Account Executives to eliminate that risk
• Identify opportunities to expand our partnership with customers
• Analyse accounts that have been lost, identify reasons for churning
• Ensure all account issues are quickly resolved, utilising resources from cross-functional teams internally
• Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
• Track key account metrics

Required skills

• Customer Care
• Relationship management
• Project management
• SaaS
• Account management
• Presentation skills

Nice to have

• Italian

About the Company

Algolia is the retrieval intelligence layer that turns intent into trusted, decision-grade outcomes. Powering more than 1.7 trillion queries a year for over 18,000 customers, we are the recognized leader for Search and Product Discovery.