Customer Success Manager, Algolia
$115-157k
OTE
AI search solutions
Open for applications
AI search solutions
501-1000 employees
Open for applications
$115-157k
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
- 2 - 3+ 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
- Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization
- Ability to set priorities, drive decisions and reach resolution 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
- Nice to have: Bilingual French speaker
- Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $100 - 200M+ ARR range, high growth, lots of change and building internal infrastructure)
What the job involves
- At Algolia, we are passionate about our customers so we’re looking for an all Customer Success Manager who is ready to join our team and help support our growing AMER customer base
- We're looking for a strategic, relationship-focused Customer Success Manager who thrives in a fast-paced, customer-first environment
- In this role, you’ll partner with our top-tier customers as their trusted advisor and business strategist, enabling them to fully leverage and expand the value of Algolia’s platform
- 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 the adoption, value realization, retention and overall success of our customers
- Build trusted, consultative relationships with key stakeholders
- Coach customers to get the most out of Algolia by aligning with their objectives and KPIs
- Demonstrate and communicate Algolia’s value proposition and product capabilities
- Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps
- 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
- Document and clearly articulate the Return on Investment driven by our solution
- Anticipate challenges, identify risks, and proactively present solutions
- 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
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
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