Customer Success Manager
Algolia
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $142,500 - $199,857 per year
Job Level
Mid-LevelSenior
About the role
- Directly manage and develop a team of Customer Success Managers supporting high-touch accounts
- Coach team members on customer success best practices, including change management and feature adoption, value realization, and strategic engagement
- Drive team accountability on core CS metrics: proven value, engagement, feature adoption, strategic planning, customer health scores, retention, and customer satisfaction
- Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies
- Build and refine scalable CS processes including success planning frameworks, QBR templates, and retention mitigation playbooks
- Partner closely with Sales to define renewal strategies, identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
- Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
- Conduct regular 1:1s, performance reviews, and career development planning for direct reports
- Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion opportunity definement
- Serve as an escalation point for at-risk accounts and complex customer situations within your team's portfolio
- Develop customer advocacy programs including case studies, testimonials, and reference participants
Requirements
- 5+ years of experience in customer success, account management, or customer-facing roles
- Proven track record of managing and building customer success teams in SaaS or API companies
- Experience managing customer portfolios at enterprise scale, including accounts with $100k-$1M+ annual contract values
- Strong understanding of both consumption-based and infrastructure-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
- Technical fluency and ability to navigate technical conversations, and coach teams on product capabilities across multiple offerings
- Strong executive presence and ability to represent Algolia with customer technical and business leaders
- Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
- Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
- Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
- Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
- Track record of achieving team targets for adoption, retention and customer satisfaction
- Passion for helping customers transform their businesses with cutting-edge technology
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementSaaSAPIportfolio managementvalue realizationfeature adoptionstrategic planningKPI managementdata-driven decision making
Soft skills
coachingexecutive presencebusiness acumenstrategic thinkingtactical executioncross-functional collaborationcustomer engagementperformance managementcommunicationproblem-solving