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 team and help support our growing AMER customer base. 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
- Located in United States
- 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 prioritize tasks
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO 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.
#LI-Remote
Algolia is an Equal Opportunity Employer and 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 US 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.
Remote US: On-Target Earnings Pay Range
$109,500—$140,000 USD
REMOTE 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 our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.
We have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest.
ABOUT US:
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
WHO WE'RE LOOKING FOR:
We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
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!
What We Do
Algolia is the search-as-a-service platform that enables companies of all sizes to deliver fast and relevant digital experiences that drive real results. With Algolia, consumers are able to find and discover what they want easily across web, mobile, and voice. Algolia allows developers and business teams to build and optimize engaging search experiences to increase online engagement, conversion and revenue.
Founded in 2012, we're backed by over $175M in funding from Accel Partners, Alven Capital, Point Nine Capital, Storm Ventures, Salesforce Ventures and others. Our most recent fundraising round was our Series D in 2021 in which we raised $150 million. The team is headquartered in San Francisco with offices in Paris, London, New York City, Bucharest and Sydney. To learn more, visit www.algolia.com.
