Senior Customer Success Manager

Algolia, Inc.; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company in the UK is searching for a Customer Success Manager to enhance customer relationships and ensure post-implementation success. The ideal candidate will have 2-3 years of experience in customer success or account management, and is expected to drive adoption of the platform, provide training, and collaborate with internal teams to deliver value. Strong communication, problem-solving, and relationship management skills are essential for success in this role.

Qualifications

• 2 - 3 years relevant work experience in customer success or account management.
• Experience with highly technical products and managing a portfolio of accounts.
• Demonstrated ability to establish credibility and communicate effectively.

Responsibilities

• Drive post go-live customers to ensure success and retention.
• Conduct product trainings for users.
• Collaborate with Solutions Architects for implementation guidance.
• Proactively recommend optimizations for using the platform.
• Document Return on Investment for solutions.

Skills

Fluency in English

Presentation skills

Communication skills

Problem-solving

Relationship management

Time management

Job description

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?

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

Qualifications

• Fluency in English
• Secondary language 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 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, 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.

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.