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Salary: GBP 67,000 - 92,500 / annual
Algolia is the retrieval intelligence layer powering over 1.7 trillion queries annually for 18,000+ customers. The company provides search and product discovery technology with millisecond latency and 99.999% reliability.
As a Customer Success Manager, you will be the dedicated advocate for a portfolio of post-launch customers, driving adoption, value realization, and long-term retention. You will work closely with Account Executives and Solutions Architects to ensure customers achieve their business objectives.
Key responsibilities include:
- Drive post go-live customer success by increasing adoption and value realization, leading to retention and growth
- Conduct product training and user enablement
- Partner with Solutions Architects to guide customers through implementation and technical requirements
- Provide proactive recommendations to optimize platform usage
- Maximize adoption of product features to drive customer value
- Document and articulate Return on Investment delivered by the solution
- Identify at-risk accounts and work with Account Executives to prevent churn
- Identify expansion opportunities within existing customer relationships
- Analyze lost accounts to understand churn reasons
- Resolve account issues quickly using cross-functional internal resources
- Act as the voice of the customer, providing internal feedback on how Algolia can better serve them
- Track and report on key account metrics
The role emphasizes resilience, problem-solving, ownership, transparency, and continuous improvement. You will work in a high-trust environment with autonomy and flexibility.
REQUIREMENTS:
- Fluency in English (required); fluency in Italian is beneficial
- 2–3 years of relevant work experience in customer success, account management, digital consultancy, or project management, preferably in SaaS
- Experience working with a portfolio of accounts supporting highly technical products
- Demonstrated ability to establish relationships, build credibility, present, and communicate effectively at all organizational levels
- Ability to set priorities, drive decisions, and achieve closure on recommendations and issues
- Ability to influence others toward continuous improvement, both internally and externally
- Proven track record of managing customer engagements to completion and satisfaction
- Excellent presentation, written, and verbal communication skills
- Strong time management and task prioritization skills
