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Algolia is a market leader in AI Search, powering over 30 billion search requests weekly for 18,000+ businesses including Under Armour, PetSmart, Stripe, and Walgreens. The company raised $150M in Series D funding in 2021, valuing the platform at $2.25B.
As Senior Customer Success Manager, you will own the post-implementation success of a portfolio of customers, driving adoption, value realization, and retention. You'll be the primary advocate for customer success, working closely with Account Executives and Solutions Architects to ensure clients achieve their business objectives.
Key responsibilities include:
- Drive adoption and value realization for post go-live customers, leading to retention and expansion
- Conduct product training and enablement sessions for customer users
- Partner with Solutions Architects on technical implementation guidance and project management
- Provide proactive recommendations to optimize platform usage and maximize ROI
- Identify and mitigate churn risk through early warning systems and account health monitoring
- Uncover expansion opportunities within existing accounts
- Resolve account issues quickly by coordinating cross-functional internal resources
- Act as the voice of the customer, providing product feedback and insights
- Track and report on key account metrics and health indicators
- Analyze lost accounts to identify churn patterns and improvement areas
You should be a resilient problem-solver who takes ownership, thinks creatively, and executes with minimal process definition. The ideal candidate values transparency, accepts feedback, and continuously improves. You'll need 4+ years of relevant experience in customer success, account management, digital consultancy, or project management—preferably in SaaS. Experience supporting highly technical products and managing account portfolios is essential. Strong communication skills across all organizational levels, fluency in English, and ability to establish credibility and drive decisions are required.
