Senior Customer Success Manager, UK

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.

We are looking for 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.

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.

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.

WE'RE LOOKING FOR SOMEONE WHO CAN LIVE 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.

We're committed to creating an inclusive workplace where everyone is respected and supported.