Senior Customer Success Manager, UK

EngineersOfAI; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Algolia is seeking an all-star Customer Success Manager who will nurture post go-live customers and drive adoption, ensuring measurable value and long-term success. You will work closely with Account Executives and Solutions Architects to champion customer outcomes and align on best practices, supporting renewals and expansions.

We value proactive problem-solving, ownership, and transparency as you guide customers through implementation and optimization, building strong, lasting relationships at

Qualifications

• Impeccable relationship management skills and a customer-first mindset.
• Ownership to drive issue resolution without defined processes.
• Transparent communication and humility to learn and improve.

Responsibilities

• 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 increase value
• Document and articulate ROI driven by our solution
• Identify accounts at risk of churn and collaborate with AEs to mitigate risk
• Identify opportunities to expand partnerships with customers
• Analyse lost accounts to understand churn reasons
• Ensure all account issues are resolved using cross-functional resources
• Serve as the voice of the customer and feed internal improvements
• Track key account metrics

Skills

Relationship management

Problem solving

Ownership

Communication

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