Customer Success Manager - Italian speaker a bonus

United States Digital Space LLC; Paris; Hybride; EUR 62 000 - 86 000; Plein temps

Résumé du poste

Algolia is seeking a Customer Success Manager to nurture post go-live customers, drive adoption and value realization, and ensure retention and growth. You will work with Account Executives and Solutions Architects to guide customers through projects and best practices, delivering proactive optimization recommendations and expanding partnerships.

The role emphasizes strong relationship management, English fluency, and experience with technically complex SaaS accounts, offering a hybrid work

Qualifications

• Fluent in English, with additional language skills beneficial.
• 2–3 years in customer success, account management, digital consultancy, or project management, preferably SaaS.
• Experience managing a portfolio of technically complex products and multiple accounts.

Responsabilités

• Drive post go-live adoption and value realization to ensure customer success, retention and growth.
• Lead user enablement through product trainings.
• Collaborate with Solutions Architects to guide customers through project management and technical requirements.
• Provide proactive recommendations to optimize platform use.
• Maximise adoption of product features to increase value.
• Document ROI and communicate business impact.
• Identify at-risk accounts and work with AE/renewal teams to prevent churn.
• Identify expansion opportunities within partnerships.
• Analyse lost accounts and reasons for churn.
• Resolve account issues with cross-functional teams.
• Voice of the customer to internal teams; provide feedback for service improvements.
• Track key account metrics.

Connaissances

English fluency

Italian language

Customer success

SaaS experience

Relationship building

Stakeholder communication

Time management

Influence skills

Description du poste

the company 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 with millisecond latency and 99.999% reliability, we are the recognized leader for Search and Product Discovery by top industry analyst firms. The the company platform turns a company's products, content, and business rules into data that humans, applications and AI agents can act upon. The result is trusted customer experiences with stronger conversions for measurable business impact.

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 the company, 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 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 the company 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 the company can better serve them

• Track key account metrics

YOU MIGHT BE A FIT IF YOU HAVE:

• Fluency in English

• Fluency in additional languages such as Italian is beneficial

• 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 ahighly technicalproduct

• 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

#LI-hybrid

the company does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

The annual total cash compensation range (base salary and commission) for this role reflects market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.

On-Target Earnings Pay Range

€62.000—€86.000 EUR

FLEXIBLE WORKPLACE STRATEGY:

the company’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. the company is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when.

We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the role it may be available with either a hybrid-remote or in-office schedule.

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.

• TRUST