Senior Customer Success Manager - German speaker

EngineersOfAI; Germany (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Algolia is seeking a Customer Success Manager to nurture post-go-live customers, drive adoption, and deliver measurable value. You will partner with Account Executives and Solutions Architects to guide projects and advocate for customers across the organization.

You will provide proactive recommendations, help customers realize ROI, and work to expand partnerships while ensuring long-lasting relationships with diverse clients.

Qualifications

• Impeccable relationship management skills with proven customer advocacy.
• Ability to lead product trainings and enable customers.
• Experience working with account executives and solutions architects.

Responsibilities

• Drive and nurture post go-live customers by increasing adoption and value realization.
• Lead the enablement of our users by conducting product trainings.
• Guide customers through project management and technical requirements of their Algolia implementation.
• Provide regular, proactive recommendations to optimise the use of our platform.
• Maximise adoption of product features to increase value delivered.
• Document ROI driven by our solution and quantify impact.
• Identify accounts at risk of churn and work with sales and renewal teams to mitigate risk.
• Identify opportunities to expand partnerships with customers.
• Analyze accounts that have churned to learn lessons and prevent recurrence.
• Ensure issues are resolved quickly by coordinating with cross-functional teams.
• Act as the voice of the customer to inform internal product and service improvements.
• Track key account metrics.

Skills

Relationship management

Cross-functional collaboration

Product training

Account growth

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.

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: