Senior Customer Success Manager, Algolia
£83.5-104.4k
OTE
AI search solutions
Be an early applicant
AI search solutions
501-1000 employees
Be an early applicant
£83.5-104.4k
OTE
501-1000 employees
Company mission
To help businesses and developers understand their online users and show them exactly what they need.
Role
Who you are
- 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?
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
While in-site searching has been available for some time from web search servers such as Google and Bing, its functionality is limited due to it relying on general web scraping techniques which can miss relevant information. By contrast Algolia indexes only the company's site, allowing its search to serve accurate results extremely swiftly, which helps to drive sales conversions aside from making sites far more usable. The efficacy of this solution can be seen from its customer base of over 10,000 companies including the likes of Slack, Zendesk and Lacoste.
To diversify and increase the product range, Algolia have expanded into other real-time APIs such as product recommendations available for eCommerce websites. With the company performing extremely well over the last few years, Algolia have recruited key senior executives to further its growth. As the company continues to scale it seems likely that an IPO is not too distant a prospect.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jul 2021
$150m
SERIES D
Oct 2019
$110m
SERIES C
Total funding: $334m
Company HQ
Barron Park, Palo Alto, CA
Share this job
View 25 more jobs at Algolia