Founding Customer Success & Experience Manager, Meilisearch

• Comfortable in a high-paced, ambiguous environment. You build clarity where there is none
• Strong customer and human empathy: you genuinely enjoy understanding people and what success looks like for them
• Strong analytical ability: you can define hypotheses, validate them with data, and turn insights into decisions
• Able to run your own analysis from start to finish: either with SQL - Or by using AI/LLM tools plus our existing analytics stack
• Very comfortable with modern SaaS tools; you learn new tools quickly and don’t get blocked by them
• You can prioritise autonomously and switch between tasks without losing the thread
• You’re tool- and impact-driven rather than process-obsessed
• Excellent communication in English (spoken & written). French is a plus
• You like developer products, or at least understand the mindset of technical users
• Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend not to apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We strive to develop an inclusive work environment that reflects the diversity of our open-source community. We strongly encourage you to apply!

Desirable

• We’re looking for someone who thrives in a fast-moving environment where you’ll have the room to take initiative & build our customer experience operations
• You’ll be the main point of contact for our biggest customers and the person structuring how we understand and support the full customer base
• You’ll report directly to the COO and work closely with Sales, Solutions Engineering, Marketing, Product, and Engineering
• This is not a “come build a big team” role. It’s a hands-on operator position: talk to customers, analyse usage data, identify patterns, fix processes, and help us shape what CSX should become at Meilisearch
• Later (after a few months), you’ll take responsibility for the support team (2 support agents + 1 support engineer)
• There is room for this role to become a leadership position within 12–18 months if the fit and impact are right
• Customer-facing (Enterprise focus)
• Own relationships with our largest customers: understand their business and product challenges
• Be their internal voice: bring clarity, structured feedback, and prioritised insights to Product, Sales, and Engineering
• Drive onboarding, expansion opportunities, and long-term retention
• Customer insights & data
• Combine qualitative feedback and quantitative analysis to understand customer behaviour
• Build and test hypotheses (e.g., churn risk predictors, adoption bottlenecks)
• Use product data + CRM + billing (e.g. HubSpot and Stripe) to get a full view of accounts
• Run your own queries (SQL or with AI tools) to validate insights from our 500+ customer base
• Deliver clear, actionable reports that guide product and business decisions
• Internal processes & structure
• Help design lightweight CSX processes: health scoring, onboarding flows, communication rhythms, escalation paths
• Work closely with Sales and Solutions Engineering to clarify roles and avoid gaps
• Collaborate with Product & Engineering to turn customer signals into roadmap inputs
• After 6 months: manage and elevate our support activity and team
• Cross-functional collaboration
• Work daily with Sales, Solutions Engineering, Marketing, Product, and Engineering
• Ensure information is aligned and consistent across teams (a key failure mode we want to solve)
• Help identify future roles and structure as the CSX organisation grows
• Why This Role Matters:
• Meilisearch is scaling, but CSX is still early. We need someone who can:
• Give a clear picture of customer health
• Own complexity: Take charge of the most sensitive, high-stakes, or ambiguous cases
• Prevent surprises (churn, adoption blockers, broken onboarding)
• Build trust across teams by bringing clarity, consistency, and structure
• Shape the CSX organisation with us — without trying to build an empire before the foundations exist
• This is a role with real ownership
• If you’re the kind of person who enjoys building, analysing, and working closely with customers and internal teams, you’ll have a massive impact