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Salary: EUR 62,000 - 86,000 / 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, recognized as the industry leader by top analyst firms.
We are seeking a Customer Success Manager to join our growing team in Paris. You will be a dedicated advocate for our customers, responsible for driving adoption, maximizing value realization, and building long-lasting relationships. Working closely with Account Executives and Solutions Architects, you will ensure customers achieve their business objectives and act as the internal voice of the customer.
Key Responsibilities:
- 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 partnerships
- Analyze lost accounts to understand churn reasons
- Resolve account issues quickly using cross-functional internal resources
- Serve as the voice of the customer, providing internal feedback
- Track and report on key account metrics
You should be a resilient problem-solver who thinks outside the box, takes ownership, and executes with minimal process definition. You value transparency, accept feedback, and continuously improve both personally and professionally.
Requirements:
- Fluency in English (required); fluency in Italian is beneficial
- 2-3 years of relevant experience in customer success, account management, digital consultancy, or project management, preferably in SaaS
- Experience managing a portfolio of accounts supporting highly technical products
- Demonstrated ability to establish relationships, build credibility, present effectively, and communicate at all organizational levels
- Ability to set priorities, drive decisions, and achieve closure on recommendations and issues
- Ability to influence others toward continuous improvement 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 abilities
