Algolia

VP, Customer Success

Algolia

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $294,500 - $345,000 per year

Job Level

Lead

About the role

  • Provide leadership to a global Customer Success Management organization, setting the long-term vision and strategy.
  • Lead, inspire, and scale regional CSM leaders and teams across the Americas, EMEA, and APAC.
  • Develop a global operating model balancing consistency with regional nuance.
  • Build a culture grounded in accountability, measurable impact, and customer-centricity.
  • Be responsible for global retention, Net Revenue Retention (NRR), and customer health metrics.
  • Act as executive sponsor for top strategic global customers.
  • Define global programs that drive customer maturity, product adoption, and measurable ROI.
  • Oversee customer journey frameworks ensuring seamless experiences across lifecycle stages.
  • Partner with global Sales leadership on account strategies, renewal and expansion priorities.
  • Work with Product & Engineering to deliver structured customer insights for roadmap decisions.
  • Collaborate across Support, Customer Solutions, and Services for an integrated customer experience.
  • Represent customer perspectives at leadership level.
  • Establish global KPIs, forecasting models, playbooks, and operating rhythms.
  • Lead global workforce planning, hiring, and leadership development.
  • Oversee escalations worldwide ensuring rapid, customer-centric resolutions.
  • Analyze churn and renewal trends across markets to continuously refine global strategy.

Requirements

  • 15+ years of experience in Customer Success, Account Management, or related SaaS leadership roles.
  • 10+ years leading global teams and leaders of leaders.
  • Demonstrated ability to scale organizations across multiple regions (AMER and EMEA).
  • Experience supporting enterprise customers with complex, API-driven products.
  • Strong executive communication, influence, and relationship-building skills.
  • Deep operational expertise, including forecasting and KPI design.
  • Fluency in English; additional languages are highly valued.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible workplace strategy
  • 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 ManagementSaaSAPI-driven productsKPI designforecastingcustomer health metricscustomer journey frameworkscustomer maturityproduct adoption
Soft skills
leadershipcommunicationinfluencerelationship-buildingorganizational skillscustomer-centricityaccountabilitystrategic thinkingcollaborationproblem-solving