Why This Job is Featured on The SaaS Jobs
Enterprise customer success leadership remains one of the most consequential levers in SaaS, because retention and expansion are built through measurable product value over time. This Manager, Customer Success role sits at that intersection, guiding how a SaaS company operationalises outcomes across an AMER enterprise base and turns customer learnings into repeatable motions. The remit signals a business where customer maturity, adoption, and executive alignment are treated as core operating disciplines rather than ad‑hoc support.
From a SaaS career perspective, the role offers durable experience in building systems that scale: portfolio health frameworks, QBR standards, renewal forecasting, and risk mitigation playbooks. It also strengthens the cross-functional muscle that defines senior CS leadership—working with Sales on account strategy, partnering with Product and Engineering to represent the customer voice, and translating technical realities into commercial plans. Those are transferable capabilities across most subscription and usage-based SaaS models.
This position is best suited to a leader who enjoys being close to the details while still setting direction for others. It will fit someone who wants to coach experienced CSMs, handle complex escalations with senior stakeholders, and use metrics to drive consistent execution. It also aligns with professionals aiming to deepen enterprise SaaS expertise without moving away from day-to-day customer strategy.
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’re passionate about our customers and we’re looking for an exceptional leader to support our growing AMER customer base. As Manager of Customer Success, you will mentor, coach, and lead a team of Customer Success Managers who partner with our most strategic Enterprise customers. Your team will drive value across the customer journey, increase maturity and feature adoption, and help build repeatable playbooks that fuel customer success at scale.
In this role, you’ll empower your team to own customer outcomes: resolving issues, maximizing value, driving adoption and expansion, supporting renewals, and strengthening long-term relationships. You’ll bring strong account management expertise, sharp business acumen, and the ability to quickly understand and advise on customer needs. You will collaborate closely with Sales, Technical Account Management, and Product to ensure customers achieve their goals and to represent their voice internally.
We’re seeking a hands-on, innovative manager who can elevate the team, operate with ownership in an evolving environment, and isn’t afraid to build and refine processes as we grow. You value transparency, embrace continuous improvement, and strive to raise the bar for yourself and others.
Are you ready for the challenge?
YOUR ROLE WILL CONSIST OF:
- 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
YOU MIGHT BE A FIT IF YOU HAVE:
- 5+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
- 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
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