Don't see what you're looking for- (Customer Success - UK)

Algolia; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm based in Greater London is seeking an experienced Customer Success Manager. This role involves driving customer onboarding, adoption, and retention, while also offering training and strategic recommendations to optimize platform use. Ideal candidates should have 2-3 years of experience in customer success or account management, with strong relationship and communication skills. The company promotes a flexible workplace strategy, allowing for remote or hybrid work arrangements. If you share our values and enthusiasm for building world-class technology, we want to hear from you.

Benefits

Flexible workplace model

Autonomy to choose work location

Qualifications

• 2 - 3 years experience in customer success, account management, or project management.
• Experience with a portfolio of accounts and a highly technical product.
• Ability to influence and communicate effectively at all levels.

Responsibilities

• Drive onboarding and adoption of customers.
• Conduct product trainings to enable users.
• Provide recommendations to optimize customer platform use.

Skills

Relationship management

Problem-solving

Presentation skills

Communication

Time management

Education

Relevant work experience in customer success or related fields

Job description

At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined.

In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens.

If you’re interested in joining Algolia's Customer Success Team but don't see an opportunity that you'd like to apply to, please send us your resume. We'll keep your information on file and will reach out if we find a match!

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 customers
• 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 optimize the use of our platform
• Maximize the adoption of our product features in order to maximize the value driven by our product
• Document and clearly articulate the Return on Investment driven by our solution
• Identify accounts that are likely to churn and work proactively to eliminate that risk
• 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
• Track key account metrics and forecast retention

YOU MIGHT BE A FIT IF YOU HAVE:

• 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 organization
• 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

FLEXIBLE WORKPLACE 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 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 - Willingness to trust our co-workers and to take ownership.
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about other team members, our clients and the decisions we make in the company.
• HUMILITY - Aptitude for learning from others, putting ego aside.

We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. 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.

PLEASE REVIEW OUR POLICY FOR AI USE IN INTERVIEWS - https://www.algolia.com/blog/algolia/algolia-ai-guidelines-for-candidates

IMPORTANT NOTICE FOR CANDIDATES - Recruitment Fraud Notice

We’ve recently seen an increase in recruitment scams targeting job seekers. To help protect yourself, please keep the following in mind:

• Our open positions may appear on third-party job boards, but the best way to apply safely is directly through our careers page.
• All genuine communication from Algolia will come from an @algolia.com email address. If you receive an email from someone claiming to work at Algolia who does not have an @algolia.com email address, please do not respond or share any personal information.
• We’ll never ask for payments, purchases, or financial details during the hiring process.

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!