Senior Customer Success Manager, UK

Algolia; Greater London; Hybrid; GBP 84,000 - 104,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Algolia in London is seeking an all-star Customer Success Manager to advocate for customers, drive adoption, and help accounts achieve business objectives. You will work with Account Executives and Solutions Architects to ensure success and growth.

The role requires excellent communication, ability to manage a technical SaaS portfolio, and a proactive mindset. Hybrid work model with flexible location.

Qualifications

• 4+ years delivering customer success, account management, or digital consulting in SaaS.
• Proven ability to manage a portfolio of technical accounts.
• Excellent communication and presentation skills at all levels.
• Strong problem solving and project management capabilities.

Responsibilities

• Drive post go-live adoption and value realisation to support retention and growth.
• Lead user enablement through product trainings.
• Collaborate with Solutions Architects to guide implementations.
• Provide proactive platform optimisation recommendations.
• Identify at‑risk accounts and work with AE teams to mitigate churn.
• Track key account metrics and feedback to product.

Skills

English fluency

CS/SaaS Experience

Relationship building

Technical product

Account growth

Job description

At Algolia, we're proud to be a pioneer and market leader in AI Search, empowering 18,000+ 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.

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 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

YOU MIGHT BE A FIT IF YOU HAVE:

• Fluency in English
• Secondary language beneficial
• 4+ 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

#LI-hybrid

Algolia 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 £83,500 - £104,400 GBP

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 membe