Algolia is looking for a Senior Customer Success Manager to drive customer adoption, value realization, retention, and growth. You will act as a dedicated customer advocate, working closely with Account Executives and Solutions Architects to ensure customers achieve their business objectives with our search platform.

What You'll Do

Drive and nurture post go-live customers by increasing adoption and value realization leading to their success, retention, and 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 to maximise the value driven by our product.
Document and clearly articulate the Return on Investment driven by our solution.
Identify accounts 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 to 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.

What We're Looking For

Fluency in English.
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.
Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisation.
Ability to set priorities, drive decisions, and get closure 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 prioritise tasks.

Nice to Have

Secondary language beneficial.

Team & Environment

You will work closely with our Account Executives and Solutions Architects.

Work Mode

This is a hybrid position based in London, England.

We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background.