Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager position sits at the heart of a product-led SaaS model where outcomes after go-live determine retention and expansion. With Algolia’s search platform often embedded in critical customer experiences, the role reflects a common SaaS reality: value is created not only in the sale, but through continuous adoption, measurable ROI, and coordinated delivery across technical and commercial stakeholders.
From a SaaS career perspective, the remit builds durable skills in post-sale strategy—health scoring, churn-risk management, enablement, and executive-level narrative around business impact. The partnership with Account Executives, Renewal roles, and Solutions Architects mirrors how mature SaaS organisations operationalise customer outcomes, making the experience transferable across B2B platforms where implementation and ongoing optimisation drive renewals.
This role is best suited to professionals who like owning a book of business while working laterally across functions to unblock customers. It will appeal to someone comfortable translating technical concepts into adoption plans, documenting impact, and influencing without direct authority. Candidates who prefer structured playbooks may find the “build as you go” element a meaningful fit signal.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Algolia, we are passionate about our customers so we’re looking for an all star Customer Success Manager who is ready to join our growing team. We need a dedicated advocate who possesses impeccable relationship management skills, can take the lead on solving issues, drive maximum value/ success to existing customers, inspire and sell the future of Algolia, encourage adoption and expansion, all while building delightful and long-lasting relationships. You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally.
We want resilient problem solvers who aren’t afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction. We're looking for candidates who raise the level of our teams. You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally. Are you ready for the challenge?
YOUR ROLE WILL CONSIST OF:
- Drive and nurture post go-live customers by increasing adoption and value realisation leading to their success, retention and ultimately growth
- Lead the enablement of our users by conducting product trainings
- Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
- Provide regular, proactive recommendations to optimise the use of our platform
- Maximise the adoption of our product features in order to maximise the value driven by our product
- Document and clearly articulate the Return on Investment driven by our solution
- Identify accounts that are likely at risk of churn and work proactively with AEs and Renewal Account Executives to eliminate that risk
- Identify opportunities to expand our partnership with customers
- Analyse accounts that have been lost, identify reasons for churning
- Ensure all account issues are quickly resolved, utilising resources from cross-functional teams internally
- Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
- Track key account metrics
YOU MIGHT BE A FIT IF YOU HAVE:
- Fluency in English
- Secondary language beneficial
- 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
- Experience working with a portfolio of accounts, supporting a highly technical product
- Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisation
- Ability to set priorities, drive decisions and get closure on recommendations and issues
- Ability to influence others towards continuous improvement, both internally and externally
- Experience successfully managing customer engagements to completion and customer satisfaction
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritise tasks
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